Customer Service Assistant

At our core, we’re all about giving our customers a journey they’ll actually enjoy. If you thrive in a fast-paced, problem-solving environment, keep reading! Your Mission: As our Customer Service Assistant, you’re not just answering calls and emails, you’re the champion of our customer experience. This isn’t your typical call centre gig with scripts and monotone greetings.

Here, you get to think on your feet, solve problems creatively, and leave every customer interaction better than you found it.

Responsibilities

• Engaging with customers across multiple channels, including email and phone
• Handling day-to-day customer queries with confidence and care
• Working closely with internal teams to resolve order issues and follow-ups
• Processing refunds and returns accurately and efficiently
• Keeping records up to date and tidy
• Supporting the wider Customer Service team with admin and ad hoc tasks that keep things running smoothly You’ll Thrive If You:
• Enjoy structured admin work and take pride in accuracy
• Can juggle multiple tasks without dropping the ball
• Stay calm, solutions-focused, and friendly under pressure
• Communicate clearly and professionally
• Are comfortable using spreadsheets and digital tools You Bring:
• 2+ years in customer service, retail, or hospitality (you’ve been around the block)
• Matric? Yes.
• Bonus if you’ve got a diploma or degree, but personality > paperwork
• Don’t mind sharing office space with the occasional four-legged colleague (pet friendly office). The Hard Truth: Not For Everyone Emotional Discipline: Customers will be frustrated, and they won't always be polite. You have to remain professional and calm even when they are not. If you take difficult interactions personally, this will be a tough shift. Small Team, High Impact: We are not a massive call center where you are just a number. We are a small, high-performance team where your individual work directly affects our commercial success. There is no script to hide behind and no one to pass the buck to. Constant Context-Switching: You will be managing emails, live chats, and phones simultaneously. If you find it difficult to stay organized while being interrupted, this role will feel overwhelming. The Admin Reality: A big chunk of this job is repetitive data entry and chasing details. It is not all high-level problem solving. If you find routine admin and "doing the basics" boring, you will struggle to keep up with our standards. My. Runway is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process.