Customer Engagement Assistant - TakealotMORE

<p><strong>Customer Engagement Assistant</strong></p> <p><a href="takealot.com">takealot.com</a>, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Service team in Cape Town.</p> <p>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</p> <p><strong>This position will report to the Customer Services Team Leader&nbsp;</strong></p> <p><strong>Your responsibilities will include:</strong></p> <ul> <li>Responsible for monitoring and interacting with customers via all social media channels for Takealot and associated brands, including complaints logged via these platforms.</li> <li>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.&nbsp;</li> <li>Customer Retention – handling of all inbound team customer engagement relating to out of stock cancellations and supplier delays communicated to customers.</li> <li>Escalated complaints management – Complaint escalations addressed to the CEO, received via receptionist and various business units.</li> <li>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.</li> <li>Liaise between internal departments to solve customer queries.</li> <li>Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided.&nbsp;</li> <li>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</li> <li>Take ownership of our customers and ensure that their needs are met as soon as possible.</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>Good command of English (verbal and written)</li> <li>Typing, phone, and computer navigation skills</li> <li>Ability to navigate the Internet, email, and chat to customer via Instant Messenger tools</li> <li>Ability to clearly understand and respond appropriately to customer issues</li> <li>Ability to demonstrate empathy towards customer’s issues</li> <li>High level of understanding of business processes</li> <li>Understanding of social media and the various forms of engagement</li> <li>Confidence in sharing information and providing feedback</li> <li>Ability to multitask as well as to prioritise task in order of importance / urgency</li> <li>Demonstrated ability to effectively complete tasks with great attention to detail</li> <li>Good working knowledge of internet browsers, MS Excel and MS Outlook</li> <li>Able to communicate with all levels of management</li> <li>Ability to read and interpret data and draw valid conclusions</li> <li>Desire to continually learn, focused and self-motivated</li> <li>Be collaborative, team oriented, and accountable</li> <li>Be customer centric and maintain a positive synergy for all queries</li> <li>Be action-orientated &amp; problem-solving</li> <li>Possess patience, endurance and tenacity to resolve complex complaints and queries</li> <li>Ability to cope well in a high pressure environment while maintaining high quality outputs</li> <li>Ability to receive constructive feedback in order to improve and develop output.&nbsp;</li> <li>Accountable and responsible, takes ownership regardless of whose ‘problem’ it is</li> <li>Flexibility to work rotational shifts which includes weekends, public holidays and night work</li> <li>Internet

requirements

dedicated capped Wi-Fi</li> <li>Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable</li> </ul> <p><strong>Qualifications &amp; Experience:</strong></p> <ul> <li>Completed NQF Level 4 or higher</li> <li>At least 6- 12 months customer service experience&nbsp;</li> </ul> <p><strong>The Environment:</strong></p> <ul> <li>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.</li> <li>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.</li> <li>We are short on ego and high on output.</li> <li>We are doers and not only thinkers, it’s all in the execution after all.</li> <li>We love what we do and what we are creating.</li> </ul> <p><strong>We seek to Employ an Extra Ordinary Mind who:&nbsp;</strong></p> <ul> <li>is forthright but respectful&nbsp;</li> <li>is an expert at doing, who can not only design but also execute&nbsp;</li> <li>is analytical, able to use data to make decisions&nbsp;</li> <li>is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)&nbsp;</li> <li>is passionate about the potential of e-commerce and delivering a world-class customer experience&nbsp;</li> <li>is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster&nbsp;</li> <li>is able to think about problems from a business perspective using technical and product input&nbsp;</li> <li>is curious and challenge the status quo&nbsp;</li> <li>is innovative and enjoys iteration&nbsp;</li> <li>is collaborative&nbsp;</li> <li>will be at the cutting edge of developing new concepts for takealot.com.&nbsp;</li> <li>thinks like an owner of the business.&nbsp;</li> <li>is SMART, has INTEGRITY and is HARDWORKING&nbsp;</li> </ul> <p><em><strong>If you meet the above you are an Extraordinary Mind so come and join us!&nbsp;</strong></em></p> <p><em>Takealot is an Equal Opportunity Employer.

Applicants from the previously disadvantaged groups and people with disabilities will be given preference.</em></p> <p>&nbsp;</p>