CUSTOMER SERVICE ADVISOR

ASSISTANT CUSTOMER SERVICE ADVISOR

Keystone Apparel Company (Pty) Ltd

2026/03/02 JHB CBD

Job Ref #: CSLA0326

Industry: Retail

Job Type: Contract

Positions Available: 1

The Assistant Customer Service Advisor at Timberland SA plays a crucial role in supporting the customer service team to deliver an exceptional shopping experience. This role involves assisting customers with product inquiries, resolving complaints efficiently, and ensuring all interactions reflect Timberland’s brand values of quality, sustainability, and customer satisfaction.

Job Description

We are looking for an Assistant Customer service advisor to join our Online/eCommerce team.

The ideal candidate should be able to handle high call and email volumes, have an in-depth knowledge of eCommerce retail structure, willingness to gain an in-depth understanding of our products and business. Must be organised, attention to detail and be able to handle stressful situations.

Core competencies

Handling customer queries via in-store, phone, and digital channels.

Maintaining accurate records of customer interactions, supporting order processing and returns.

To interact with customers on a daily basis, primarily as a single point of contact for the resolution and escalation.

Tracking and closure of, all queries, incidents, problems and requests for service from all end users.

Concentrating on resolving the issues, escalating learning and focusing on root cause of issues.

Excellent command of English language (both verbal and written)

Solid organizational, administrative, time management skills and keen sense of attention to detail.

Ability to manage client’s expectations

Customer Focused - ability to excel in the provision of service

Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, escalations and peak periods

Solution Orientated with a proactive approach to problem resolution and detail