Customer Relations Specialist

Role Summary

We are seeking a customer-focused and enthusiastic Customer Relations Agent to join our Five Below campaign. The successful candidate will be responsible for delivering exceptional customer service by handling inbound and outbound customer interactions, resolving order-related enquiries, and ensuring a seamless customer experience across multiple communication channels.

The ideal candidate will assist customers with order tracking, cancellations, returns, refunds, exchanges, and general product enquiries while maintaining accurate customer records and adhering to company policies and procedures. This role requires excellent communication skills, strong problem-solving abilities, attention to detail, and the ability to consistently achieve quality, productivity, and customer satisfaction targets in a fast-paced contact centre environment.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, and ticketing systems in a professional and timely manner.
• Assist customers with order enquiries, including order status, tracking, cancellations, returns, refunds, replacements, exchanges, and reshipments.
• Provide accurate product information, promotions, and general customer support.
• Resolve customer enquiries efficiently while striving to achieve First Contact Resolution (FCR).
• Accurately document all customer interactions within the CRM and ticketing systems.
• Liaise with stores and internal departments to resolve customer issues and ensure timely follow-up.
• Adhere to company Standard Operating Procedures (SOPs), escalation processes, and data protection requirements.
• Meet or exceed key performance indicators (KPIs), including Productivity, Quality Assurance (QA), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and Adherence.
• Manage multiple customer interactions efficiently while maintaining high-quality service standards.
• Participate in ongoing coaching, training, and development initiatives to continuously improve performance and product knowledge.

Minimum Requirements

• Grade 12 (Matric).
• Minimum of 1–2 years' experience in a customer service or call centre environment.
• Previous experience supporting customers through phone, email, chat, or ticketing systems.
• Experience handling order management, returns, refunds, or e-commerce customer service will be advantageous.
• Computer literate with proficiency in Microsoft Office and CRM/customer service platforms.
• Excellent verbal and written communication skills.
• Willingness to work night shifts.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Excellent problem-solving and conflict resolution skills.
• Strong attention to detail and accuracy.
• Ability to multitask and manage multiple customer interactions simultaneously.
• Strong organisational and time management skills.
• Ability to work efficiently in a fast-paced, target-driven environment.
• Professional telephone, email, and chat etiquette.
• Computer literacy with the ability to navigate multiple systems and CRM platforms.
• Ability to work independently as well as collaboratively within a team.
• Adaptable, resilient, and able to perform well under pressure.
• Strong product knowledge and willingness to continuously learn.
• High level of professionalism, integrity, and confidentiality.
• Commitment to delivering exceptional customer experiences and achieving performance targets.