Customer Engagement Specialist (Social & Support)

Takealotcom; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Takealot.com, a leading South African online retailer, seeks a Customer Engagement Assistant to join the Mr D Food Customer Relations team in Cape Town. The role is flexi-perm with rotation shifts including weekends and nights, reporting to the Customer Services Manager.

You will resolve complaints, navigate accounts using various software, liaise with internal teams, and monitor social media to ensure a positive customer experience.

Qualifications

• Senior Certificate or higher is required.
• Minimum 12 months within customer service.
• Flexibility to work rotational shifts including weekends and nights.

Responsibilities

• Resolve product or service problems by clarifying the customer's complaint, identifying the cause, explaining solutions, expediting corrections, and following up to ensure resolution.
• Utilise a variety of software tools to navigate customer accounts, research policies, and communicate effective solutions in a fast-paced environment.
• Liaise with internal departments to solve customer queries with core MrD Food teams.
• Assess service failures to identify root causes and implement actions to prevent recurrence.
• Adhoc work processing – review and analyse customer satisfaction ratings to improve engagement and resolutions.
• Monitor and engage customers via social media channels for Mr D Food and resolve complaints accordingly.

Skills

Customer service

Social media

Empathy

Communication

Multitasking

Data interpretation

Education

Senior Certificate

Tools

MS Excel

MS Outlook

Job description

Takealot.com, a leading South African online retailer, seeks a Customer Engagement Assistant to join the Mr D Food Customer Relations team in Cape Town. The role is flexi-perm with rotation shifts including weekends and nights, reporting to the Customer Services Manager.

You will resolve complaints, navigate accounts using various software, liaise with internal teams, and monitor social media to ensure a positive customer experience.