Customer Engagement Assistant – Social Media
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 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!
I acknowledge that if I have a personal information access request or a deletion request in terms of the Protection of Personal Information Act, that request can be sent to hr@takealot.com
Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
Apply here https://www.takealot.com/careers/jobs/3284061