Stage 1
Status: PlannedLocal workplace basics
How workplaces in a new country tend to operate: time, shifts, expectations and rights.
Builds: Workplace Skills
Training: Human & Workplace Skills, Working in a New Country
International & diaspora pathway
Refugee or new arrival to Retail Customer Service Role
Recognise the experience you bring, learn how local workplaces and retail operations work, and prepare with confidence for a customer-facing retail role.
Who it’s for: People who have recently arrived in a new country, including refugees and South Africans who have moved abroad, who want to start work in retail or customer service.
You are hereRefugee or new arrival
10 stages
TargetRetail Customer Service Role
Starting point
What you bring, and what to build
People arriving in a new country bring real experience: work they have done, languages they speak, and the resilience and judgement it takes to rebuild a life. What is often missing is local know-how, such as workplace expectations, the systems employers use and how customer service works in that setting. This pathway builds exactly those things and prepares you for applications and interviews.
Preparation for retail environments such as large-format retailers, home-improvement stores and customer-service operations.
This is independent preparation. It is not the internal training of any retailer, and Saffa Skills is not affiliated with or endorsed by any employer.
Transferable strengths you already have
- Previous work experience, in any field
- Languages you already speak
- Adaptability and resilience
- Problem solving under pressure
- Working with people from different backgrounds
- Responsibility for family or community
- Everyday numeracy and handling money
Capability areas to build
- Workplace Skills
- Life & Digital Foundations
- Practical / Occupational Skills
- AI & Modern Technology
- Career & Opportunity Skills
Skills to build
The route
Stage by stage
Each stage shows its own status. 7 of 10 stages draw on training that is in development or up next; the pathway as a whole is future.
You are here
Refugee or new arrival
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Stage 2
Status: Open — early accessCommunication
Communicate clearly with managers, colleagues and customers, and ask when something is unclear.
Builds: Human Foundations
Training: Human & Workplace Skills
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Stage 3
Status: Open — early accessDigital basics
Use the online systems employers rely on for applications, rosters and pay.
Builds: Life & Digital Foundations
Training: Digital Foundations
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Stage 4
Status: Open — early accessRetail fundamentals
How a store works: stock, the shop floor, tills and the different roles in a team.
Builds: Knowledge & Theory
Training: Customer Service Foundations
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Stage 5
Status: Open — early accessCustomer service
Help customers well, including returns, complaints and knowing when to involve a manager.
Builds: Workplace Skills
Training: Customer Service Foundations
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Stage 6
Status: Open — early accessSafety & judgement
Keep yourself, customers and information safe, and make sound calls in tricky situations.
Builds: Human Foundations
Training: Customer Service Foundations, Human & Workplace Skills
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Stage 7
Status: Open — early accessModern retail technology
Understand the handheld devices, self-checkouts, stock systems and apps used in modern retail.
Builds: AI & Modern Technology
Training: Customer Service Foundations, Digital Foundations
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Stage 8
Status: Open — early accessAI literacy
Use AI tools carefully to prepare, practise and understand, and know their limits.
Builds: AI & Modern Technology
Training: AI for Work
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Stage 9
Status: PlannedJob readiness
Prepare applications, describe your experience clearly and practise interviews.
Builds: Career & Opportunity Skills
Training: Working in a New Country, Career Change Toolkit
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Stage 10
Status: FutureEmployer-specific bridge
Independent preparation for the expectations of a particular type of retail environment.
Builds: Career & Opportunity Skills
Training: Working in a New Country, Customer Service Foundations
Target
Retail Customer Service Role
Practical evidence
What you’ll be able to show
Progress is proven with real work, recorded in your private Skills Passport.
- A recorded customer-service role-play
- A completed returns and complaint-handling scenario
- A correctly completed online application
- A local-style CV that describes transferable experience
- A practice interview with written reflection
Linked training
Training used
- Human & Workplace SkillsStatus: Open — early access
- Working in a New CountryStatus: Planned
- Digital FoundationsStatus: Open — early access
- Customer Service FoundationsStatus: Open — early access
- AI for WorkStatus: Open — early access
- Career Change ToolkitStatus: Planned
Where next
Possible next pathways
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Status: Planned
FromRetail Associate to ToRetail Supervisor
Build on shop-floor experience to lead a team, run shifts, manage stock and handle difficult situations as a retail supervisor.
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Status: Planned
FromRefugee or new arrival to ToOffice Support Role
Recognise the experience you bring, learn local workplace and office expectations, and prepare with confidence for an office support role.
Training updates
Hear when this pathway opens
Pathways open in stages as their training is built. Join the launch list to hear first.