MRD Customer Engagement Assistant (Flexi-Perm)

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

Customer Engagement Assistant - Mrd Food - Flexi Perm

Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Relations 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 Manager

Your responsibilities will include:

• Resolving 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.


• Utilisation 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 with internal departments to solve customer queries. Strong interaction with the core Mr D Food business teams.


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


• Adhoc work processing – Review and analysis of customer satisfaction ratings resulting in effective resolution management and customer engagement


• Monitoring and interacting with customers via all social media channels for Mr D Food, including resolution of complaints logged via these platforms.

Attributes required:

• Ability to clearly understand and respond appropriately to the issues on social media platforms


• Ability to demonstrate empathy towards customers issues


• Confidence in sharing information and providing feedback


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


• A desire to continually learn focused on solutions and self-motivated


• Excellent written and verbal communication skills


• Be collaborative, a team player, understand your actions impacts on your team


• Customer-centric, the ability to create a positive customer experience for all queries


• Action-orientated problem-solver


• Patience, endurance, and tenacity to resolve complex complaints and queries


• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs


• High level of computer literacy, excellent typing, phone and computer navigation skills to navigate the Internet and internal systems


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


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

Qualifications and experience:

• Senior Certificate or Higher


• Minimum 12 months within the customer service experience


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

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric,
  fun and have the shared ambition of takealot.com being the leading eCommerce
  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.