Growing Goodness

Rich, aromatic Carmién tea leaves handcrafted for authentic South African herbal tea experience, providing health benefits and unique flavours.
Bulk Rooibos
Rich, aromatic Carmién tea leaves handcrafted for authentic South African herbal tea experience, providing health benefits and unique flavours.

Customer Support Administrator

Position: Customer Support Administrator

Location: Citrusdal, Western Cape, South Africa

Commencement date: ASAP

 

About Us:

Our company is a rooibos export and marketing company, known for a wide and innovative range of value-added rooibos products, directly linked to our farms and the people working the fields and managing the quality of product we are producing. We are currently seeking a proficient and driven Customer Support Administrator to join our team and play a pivotal role in our ongoing success.

 

Job Description:

The purpose of the Customer Support Administrator role is to deliver an exceptional customer experience by managing all incoming customer queries, ensuring accurate resolutions, and continuously improving the customer journey across our eCommerce platforms.

 

Key Responsibilities:

  • Act as the first point of contact for all customer queries across all channels, including email, web forms, social media, and phone.
  • Screen, categorise, and route enquiries to the appropriate internal teams (Sales, Logistics, Finance, eCommerce, Technical, etc.).
  • Resolve customer queries directly where possible using FAQs, product knowledge, and standard operating procedures.
  • Create, maintain, and regularly update FAQ documentation based on recurring customer questions.
  • Track all negative customer experiences, complaints, and escalations to ensure visibility and follow-through.
  • Liaise with relevant departments to ensure timely resolution of issues and communicate progress and outcomes to customers.
  • Identify and report trends in customer issues, feedback, and recurring pain points.
  • Collaborate closely with the eCommerce team to identify customer barriers, confusion points, and recurring website-related issues.
  • Assist with testing website updates, new features, and improvements from a customer experience perspective.
  • Monitor customer feedback from reviews, surveys, and direct interactions, highlighting opportunities for improvement.
  • Ensure customer-facing content such as product descriptions, FAQs, banners, and support pages remain accurate, clear, and user-friendly.
  • Manage and engage with the company’s online community across social media platforms, review sites, and other customer-facing channels.
  • Monitor comments, messages, reviews, and mentions to ensure timely, professional, and on-brand responses.
  • Act as a link between the customer community and internal teams by escalating feedback, issues, and suggestions where appropriate.
  • Proactively encourage positive engagement by responding to queries, acknowledging feedback, and supporting constructive conversations.
  • Identify recurring themes, sentiment trends, and potential risks within the community and report insights to relevant teams.
  • Handle negative comments or public complaints with empathy and professionalism, protecting the company’s reputation.
  • Support the development and maintenance of community guidelines and response frameworks.
  • Work closely with Marketing and eCommerce teams to align messaging, campaigns, and promotions with customer sentiment.
  • Maintain accurate records of all customer interactions and enquiries.
  • Prepare weekly or monthly reports on enquiry volumes, response times, recurring issues, and customer satisfaction trends.
  • Assist in developing standard responses and templates to ensure consistent, high-quality communication.

Qualifications

  • Matric (Grade 12).
  • Relevant qualification in Marketing, Business Studies, Business Administration (advantageous).

Experience

  • 2+ years’ experience in customer service, support desk, community management, or eCommerce support.

Skills

  • Strong communication skills (written and verbal).
  • Advanced computer literacy.
  • Proficient in telephonic etiquette.
  • Ability to work independently and take ownership of tasks from start to finish.
  • Previous experience working with eCommerce platforms (WooCommerce advantageous).
  • Previous experience providing remote support to customers (telephonically, via email etc.).

 

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and career advancement.
  • A supportive and collaborative work environment.
  • The chance to contribute to a dynamic and sustainable farming enterprise.

How to Apply:

  • If you possess a drive for excellence, coupled with a strong background in customer service and a genuine passion for agriculture and/or FMCG, we encourage you to apply. Please forward your resume and a cover letter outlining your qualifications and enthusiasm for the role to: hr@carmientea.co.za

 

The Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.