Customer Service Operations Agent

About the role

OneDayOnly is looking for a Customer Service Operations Agent to keep its fast‑paced daily‑deals platform running smoothly. You will be the link between customers, suppliers and internal teams, ensuring issues are resolved quickly and accurately while maintaining the high‑energy culture of a leading South African e‑commerce site.

Key responsibilities

• Process daily tasks such as creating reorders, capturing POPs and handling refunds.
• Conduct fraud checks and manage fraud profiles.
• Liaise with Customer Service, Procurement, Finance and other departments to resolve incidents.
• Send mass communications to customers and address follow‑up queries.
• Populate relevant information across platforms, documentation and spreadsheets.
• Identify trends, recurring issues and suggest process improvements.
• Escalate operational risks and adhere to SOPs, updating processes as needed.
• Maintain SLA, KPI and performance targets consistently.
• Assist with ad‑hoc duties aligned with business needs.

Required profile

• Highly organised, detail‑oriented and able to thrive in a fast‑moving environment.
• Calm under pressure with strong problem‑solving abilities.
• Proactive, adaptable and comfortable working across multiple systems and departments.
• Excellent written and verbal communication with professional phone etiquette.
• 2+ years of customer service experience, preferably in an e‑commerce or call‑center setting.
• Matric/Grade 12 minimum education.

Required skills

• Strong computer literacy and rapid learning of new software.
• Experience with ticketing systems such as Zendesk or Freshdesk.
• Proficiency in G‑Suite applications.
• Familiarity with Zapier integrations.
• Fast, accurate typing skills.