Customer Service Consultant

Cape Town (Kraaifontein): My client, well-established company in the FMCG sector, is seeking a Customer Service Consultant to join their dynamic team. This role is ideal for a proactive and detail-oriented individual eager to grow within a fast-paced FMCG environment.

To deliver exceptional customer service across all communication channels, support stores and online customers, resolve queries efficiently, and contribute to a positive brand experience that drives customer loyalty and sales growth.

• Managing customer queries via phone, email, social media, and in-store support; resolving complaints professionally and escalating when necessary
• Processing orders, returns, and exchanges accurately
• Liaising with stores, warehouse, and logistics teams to ensure smooth service delivery
• Providing product information and assisting customers with recommendations
• Monitoring and responding to social media and online reviews
• Tracking customer interactions and maintaining accurate records
• Supporting promotions, launches, and customer campaigns
• Assisting with eCommerce queries and online order support
• Identifying opportunities to improve the overall customer experience
• General administrative duties and ad hoc support

• Minimum 2 years' experience in a customer service role
• Proficient in MS Office and digital communication platforms
• Experience in retail or ecommerce environment advantageous
• Strong communication and interpersonal skills
• Ability to remain calm and solution-focused under pressure
• High attention to detail and strong organisational skills
• Reliable, proactive, and customer-centric mindset
• Interest in cooking and baking advantageous
• Driver's licence and own transport advantageous
• Proficient in English and Afrikaans (read, speak and write)