Customer Service Advisor

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As a Customer Service Advisor with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

Key to delivering a world-class customer experience means relating to customers and being a great listener, with the ability to demonstrate empathy as you understand and proactively work to resolve any issues, they experience both pre-and post-purchase.

Our client is a leading global retailer of sports fashion, known for offering top brands in footwear, apparel, and accessories. As a Customer Care Associate, you play a key role in delivering an outstanding customer experience—whether assisting with orders, resolving queries, or supporting customers across multiple channels.

If you have a passion for helping others, are great with people and want to gain experience representing a fantastic retail brand this could be the role for you.

The Customer Care Associate is responsible for delivering high‑quality, judgment-driven support across all customer channels. They take full ownership of enquiries from start to finish, handling complex, unique, or sensitive cases that require human insight rather than automated or scripted solutions.

You’ll receive full training in all areas. It’s all about being a naturally friendly, respectful, and helpful person who’s a bundle of enthusiasm and positivity. And if you’re skilled in the art of conversation, then using your personality to build rapport and delight our customers will be second nature.

Our typical shift pattern involves: 
Part-time: morning staff 20/25h per week, starting between 7am – 9am UK time (7 days per week)
Part-time: evening staff 20/25h per week, starting between 4pm – 6pm UK time (7 days per week)
Split shifts: 40h per week working 8am – 12pm and then again 4pm – 8pm (Monday to Friday only).

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

• Resolve customer issues first time wherever possible, minimising repeat contact.
• Take ownership of the customer journey from initial contact to closure.
• Exercise sound judgement in balancing customer needs, policy, commercial considerations, and regulatory requirements.
• Maintain customer trust and brand reputation in complex or high-emotion situations.
• Adapt quickly to evolving tools, processes, and customer demand.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum 6 months call centre experience with chat/email experience.
• Strong verbal and written communication skills across voice and digital channels.
• Excellent active listening and questioning capability.
• High emotional intelligence and resilience.
• Sound judgement and decision-making ability.
• Digital confidence across multiple systems and tools, including AI-supported environments.
• Adaptability and learning agility in a changing operational context.
• Experience handling complex, escalated, or complaint-based customer interactions.

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

• Full training & support.
• Medical insurance after 6 months.
• Up to R1000 performance bonus.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.