Customer Experience Agent

About the Role

We’re looking for a Customer Experience Agent to join our fast-growing team at Pargo, where we’re redefining e-commerce delivery across Southern Africa. As part of the Customer Experience team, you’ll be on the frontline of customer interactions, ensuring that every touchpoint leaves our customers feeling supported, valued, and delighted.

This role is ideal for someone who thrives in a dynamic, high-growth environment and is passionate about solving problems, communicating with empathy, and making a difference in people’s day-to-day experiences.

Your Key Responsibilities

• Deliver outstanding service by maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer queries across multiple communication channels (phone, email, and chat).
• Acknowledge, investigate, and resolve customer complaints effectively and efficiently.
• Maintain punctuality and reliability in attendance and daily work habits.
• Develop a deep understanding of Pargo’s products, systems, and processes to confidently address queries and provide accurate information.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and feedback.
• Collaborate closely with other teams to follow up on customer queries.
• Identify recurring issues, trends, or service gaps and provide feedback to improve internal processes.
• Uphold service excellence KPIs, including response time, resolution rate, and customer satisfaction/happiness.
• Contribute to CX dashboards and reporting, highlighting service trends and improvement opportunities.

Requirements

What You’ll Bring

• National Senior Certificate (Matric) or equivalent.
• 1–2 years of experience in customer service, sales support, or field operations.
• Strong computer literacy and proficiency in office tools (Google Workspace experience advantageous).
• Confidence working with data dashboards to interpret and act on service trends.
• Excellent verbal and written communication skills.
• Ability to stay calm under pressure, multitask, and meet performance targets.
• Bilingual proficiency (English and at least one local language).
• A systematic and analytical mindset with the ability to troubleshoot effectively.
• Cape Town-based and able to work from our Gardens office, 5 days a week.
• A self-motivated attitude and excitement for technology-driven problem solving.

What We Value at Pargo

At Pargo, our vision is to create access for anybody in Africa.

To achieve this, we:

• Take action
• Execute exceptionally
• Embrace change
• Value transparency
• Prioritise our customers
• Dream big

If you believe in delivering world-class customer experiences and want to be part of a team that connects people and communities through technology, we’d love to meet you.

Benefits

About Pargo

Pargo is a leading South African logistics and technology company, revolutionising the last-mile delivery landscape through our innovative network of pick-up points and smart return solutions. We empower businesses of all sizes to offer convenient and reliable delivery and return options to their customers, leveraging our proprietary software and extensive network of retail partners. We are passionate about customer satisfaction, efficiency, and making e-commerce accessible to everyone.