Customer Service Representative - Cape Town

SUMMARY:
Calling all Service Specialists with Ad Agency or a Printing background

POSITION INFO:

My client, a leading and well-known company based in Cape Town requires a competent Customer Service Specialist with experience in the Printing or Agency Industry.

We are seeking a proactive and detail-oriented Customer Service Representative to provide efficient administrative and client support to the Accounts Executive and production teams. The ideal candidate will understand customer needs, manage end-to-end job workflows, coordinate projects, and ensure exceptional service delivery.

You must have experience in an Agency or Printing environment.

Competencies, Qualifications & Requirements

Qualifications

Matric (Essential)

Degree or Diploma (Highly advantageous)

Experience

Minimum 3 years’ experience in a similar Customer Service / Production / Client Service role

Background in Printing or Advertising Agency operations is required

Eligibility

South African Citizens only

Must be Criminal Clear (background checks may be conducted)

Must be Cape Town based

Skills & Knowledge

Strong business acumen with a cost-control and profit-driven mindset

Excellent analytical and problem-solving skills

Office administration background is advantageous

Ability to manage suppliers, workloads, and deadlines

Strong project management ability

Able to interpret client needs and provide practical solutions

Behavioural Competencies

Strong communicator with excellent people skills.

Structured, detail-oriented, creative, and precise.

Handles pressure well; performs under tight deadlines.

Results-driven and achievement-oriented.

Self-motivated, confident, resilient, and mature.

Strong decision-making and dispute resolution skills.

Team player with leadership potential.

Highly organised and deadline driven.

Computer Skills

Basic proficiency in Microsoft Excel and Word.

Ability to learn and work within internal systems

Key Responsibilities

1. Customer Service & Liaison

Develop strong internal and external customer relationships.

Receive and respond to customer enquiries professionally via phone, email, or in person.

Provide product and service information aligned with organisational standards.

Act as a key communication link between clients and internal teams.

Manage customer expectations and ensure consistent follow-through.

2. Administrative & Financial Support

Provide administrative support to the Accounts Executive.

Handle account-related admin including debtors management.

Assist with daily financial functions including invoicing and reporting.

Maintain accurate documentation and workflow records.

3. Job Briefs, Estimating & Quotes

Receive written job specifications from clients for quoting.

Brief jobs to the Senior Estimator.

Ensure quotes are completed and sent to clients within 24 hours.

Follow up on quote approvals and accuracy.

Assist production with work ticket creation and daily status reports.

Manage changes to work briefs and ensure information flow is accurate.

4. Order Processing

Process customer purchase orders.

Validate specs and pricing against approved quotes.

Request revised purchase orders where necessary.

Create jobs in the internal system and generate accurate work tickets.

5. Monitoring, Tracking & Delivery

Track job progress across Sales, Estimating, Production Planning, QA, Production (Litho, Silkscreen, Die-cutting, Handwork), and Despatch.

Manage client updates regarding delivery dates, order status, or delays.

Follow up on despatch and delivery of jobs and keep clients informed.

6. Proofing & Quality Control

Send proofs to clients for approval and follow up on their return.

Approve and sign off samples and proofs when required.

Ensure quality control of service levels, products, and project execution.

7. Project Coordination

Coordinate end-to-end campaign and project execution.

Liaise between client, account managers, production, and installation teams.

Review deliverables and ensure timelines are met.

Working Environment

This role works closely with Account Executives, production teams, estimating, despatch, and quality assurance within a fast-paced printing/agency environment.