Customer Engagement Assistant (FTC)

Customer Engagement Assistant [FTC]

takealot.com, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Service team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, young, creative, hardworking people to join us. We offer market related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great

This position will report to the Customer Services Team Leader

Your responsibilities will include:

• Responsible for monitoring and interacting with customers via all social media channels for Takealot and associated brands, i.e. MrD Food, including complaints logged via these platforms.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Customer Retention – handling of all inbound team customer engagement relating to out of stock cancellations and supplier delays communicated to customers.

• Escalated complaints management – Complaint escalations addressed to the CEO, received via receptionist and various business units.

• Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.

• Liaise between internal departments to solve customer queries.

• Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided.

• Adhoc work processing – Communication of business errors which may give rise to complaints – e.g.: identifying an inadvertent pricing error and cancelling all orders related

• Take ownership of our customers and ensure that their needs are met as soon as possible.

Requirements

• Good command of English (verbal and written)

• Typing, phone, and computer navigation skills

• Ability to navigate the Internet, email, and chat to customer via Instant Messenger tools

• Ability to clearly understand and respond appropriately to customer issues

• Ability to demonstrate empathy towards customer’s issues

• High level of understanding of business processes

• Understanding of social media and the various forms of engagement

• Confidence in sharing information and providing feedback

• Ability to multitask as well as to prioritise task in order of importance / urgency

• Demonstrated ability to effectively complete tasks with great attention to detail

• Good working knowledge of internet browsers, MS Excel and MS Outlook

• Able to communicate with all levels of management

• Ability to read and interpret data and draw valid conclusions

• Desire to continually learn, focused and self-motivated

• Be collaborative, team oriented, and accountable

• Be customer centric and maintain a positive synergy for all queries

• Be action-orientated & problem-solving

• Possess patience, endurance and tenacity to resolve complex complaints and queries

• Ability to cope well in a high pressure environment while maintaining high quality outputs

• Ability to receive constructive feedback in order to improve and develop output.

• Accountable and responsible, takes ownership regardless of whose ‘problem’ it is

• Flexibility to work rotational shifts which includes weekends, public holidays and night work

• Internet requirements: dedicated uncapped Wi-Fi/Fibre

• Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable

• Qualifications

• Senior Certificate or Higher

• Minimum of 6 -12 months customer service experience

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.

• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.

• We are short on ego and high on output.

• We are doers and not only thinkers, it’s all in the execution after all.

• We love what we do and what we are creating.

• We seek to Employ an Extra Ordinary Mind who:

• is forthright but respectful

• is an expert at doing, who can not only design but also execute

• is analytical, able to use data to make decisions

• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)

• is passionate about the potential of e-commerce and delivering a world-class customer experience

• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster

• is able to think about problems from a business perspective using technical and product input

• is curious and challenge the status quo

• is innovative and enjoys iteration

• is collaborative

• will be at the cutting edge of developing new concepts for takealot.com.

• thinks like an owner of the business.

• is SMART, has INTEGRITY and is HARDWORKING

• If you meet the above you are an Extraordinary Mind so come and join us!

• Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.