WhatsApp Customer Service Agent

At LaJaqueta we are seeking a proactive, detail-oriented individual to handle WhatsApp-based customer inquiries, assist with jacket orders, and relay accurate order details to the store supervisor. This role combines customer service, order data capture, and smooth internal communication to ensure timely delivery and a positive customer experience.

1. Role Overview

Position: WhatsApp Customer Service Agent

Department: Sales

Reports To: Store Supervisor

Location: Johannesburg

Hours: Full Time, including occasional weekend coverage depending on order volume

2. Key Responsibilities

· Customer Interaction via WhatsApp;

· Respond promptly to inquiries about jacket styles, sizes, pricing, stock, customization, and lead times.

· Provide accurate product information, availability, and shipping estimates.

· Handle complaints professionally and escalate issues as needed.

· Order Intake & Documentation: Collect customer details (name, contact number, shipping address) and order specifics (jacket style, size, colour, quantity, customization requests, urgency).

· Confirm order details with customers before submission to the store.

· Capture payments where applicable and coordinate with finance if required.

· Send order packets to the store supervisor with clear, actionable instructions.

· .Maintain organized records of conversations, approvals, and changes.

· Notify customers of any delays and propose solutions.

· Monitor response times, order accuracy, and customer satisfaction.

· Generate daily/weekly activity reports for the supervisor.

3. Required Qualifications

· Experience: Prior experience in customer service, preferably with WhatsApp or other messaging platforms; experience in order processing or e-commerce is a plus.

· Communication: Excellent written communication skills in English clear, friendly, and professional tone.

· Attention to Detail: Strong ability to capture exact order details and minimize errors. Tech Proficiency: Comfortable using WhatsApp Business, and spreadsheet tools (Excel/Sheets).

· Ability to multitask, manage multiple chats simultaneously, and prioritize urgent orders.

· Problem-Solving: Proactive in resolving issues and escalating when necessary.

· Reliability: Punctual, responsive, and trustworthy with customer data.

· Knowledge of jacket materials, sizing conventions, and customization options.

4. Compensation & Benefits

ZAR 7000

5. How to Apply

Please submit your resume and a brief cover letter detailing relevant experience with customer service and order processing to info@lajaqueta.co.za.