Customer Service Operations Agent

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

You’re highly organised, detail obsessed, and thrive in a fast-paced operational environment where accuracy matters.

You enjoy solving problems, keeping processes running smoothly, and ensuring customers receive fast, clear, and accurate resolutions. Whether you're processing refunds, managing supplier delays, investigating payment issues, or handling customer communication during live deal incidents, you remain calm under pressure and focused on getting the job done right.

You’re proactive, adaptable, and confident working across multiple systems and departments. You communicate professionally, think critically, and take ownership of issues until they are resolved.

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.