Seasonal Customer Service Operations Agent ( 4 month Fixed-Term)
About Us
Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.
We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!
About You
Our biggest trading season is just around the corner, and we're looking for additional Customer Service Operations Agents to join us on a 4-month fixed-term contract. During this busy period, you'll play a key role in helping us deliver exceptional customer experiences by supporting critical operational processes, resolving customer queries, and working closely with teams across the business.
This job is for you if you enjoy solving problems, keeping processes running smoothly, and ensuring customers receive fast, clear, and accurate resolutions. You’ll be handling everything from refunds and supplier delays to payment issues and live deal incidents, so staying calm under pressure is a must. You’re proactive, adaptable and comfortable jumping between systems, departments and the occasional “how did this even happen?” moment.
Responsibilities:
Completion of daily tasks such as creating reorders, capturing POPs and processing refunds
Conduct fraud checks and manage fraud profiles
Liaise closely with the broader Customer Service team and other departments, such as Procurement and Finance
Send timely mass communication updates to customers and resolve the resulting customer queries
Populate all relevant information across platforms / documentation / sheets as required
Deliver exceptional customer service, resulting in the best course of action for the customer, obtained within the best possible resolution time
Identify trends, recurring issues, and process improvement opportunities
Escalate operational risks
Follow existing SOPs, as well as absorb and apply updates to processes
Consistently maintain SLA, KPI and performance requirements
Assist and perform ad-hoc duties in accordance with business needs
Experience and Qualifications
Excellent computer literacy with the ability to quickly learn new software
Matric/Grade 12 (minimum)
2+ Years of customer service experience
Experience in a customer service ticketing system (Zendesk, Freshdesk),
G-Suites and Zapier would be advantageous
Highly adaptable team player who takes initiative and is self-motivated
Your attention to detail and accuracy is unmatched
Your typing skills are off the charts and typing errors are non-existent
You thrive under pressure and enjoy that no working day is exactly the same
Reliable team member with excellent time management skills
Ability to multitask, organise, and prioritise work
Your phone etiquette is impeccable, along with your verbal, written, and interpersonal skills
Ability to work independently and in a team environment
Values
Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
Customer Obsessed: We listen actively, care deeply, and go the extra mile to resolve issues and create great experiences.
Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.