Restaurant Support Assistant - Mrd Food
takealot.com, a leading South African online retailer, is looking for a highly talented Restaurant Support Assistant to join our MR D Food team in Cape Town.
We are a young, dynamic, hyper growth company looking for smart, young, creative, hard working 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 reports to the Restaurant Support Team Leader
Your responsibilities will include :
Providing first level support to Mr D Food restaurant partners.
Assisting restaurants with :
Any Mr D Food restaurant device problems
Menu update requests,
Individual order related queries raised by customers or restaurants
Restaurant operations issues.
Logging of Zendesk tickets and assigning them to the relevant departments for second level suport. This includes Finance, Operations, Device Support and Product.
Responding back to restaurants with the resolution once ticket resolved.
Monitoring the restaurant acceptance of food orders and contacing restaurants to ensure a high order acceptance percentage.
Monitoring the connectivity performance of restaurant devices, performing basic troubleshooting and / or escalating bigger problems to device management team.
Manually hiding and un-hiding menu items that are reported as out of stock.
Daily reporting on Restaurant support activities, device performance and restaurant acceptance ratios.
Logging of system errors and bugs as they arise.
Working closely with Food CSM to provide restaurant information to him for Food CS to resolve customer problems
Attributes required :
Strong interpersonal skills and the ability to work as an effective team member
Able to communicate clearly and voice an opinion.
Solutions-oriented, can-do attitude and high energy.
Passion for customer service.
Passion for working in a start-up environment.
Competence in Excel and Word.
Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs.
Good analytical and reporting skills.
Qualifications and Experience :
Successfully completed NQF Level 4 / Matric / Grade 12 (tertiary studies advantageous)
Minimum of 6-12 months call center environment or technical help desk
Experience in supporting SAAS product beneficial.
Flexibility to work shifts - able to work rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation
The Environment :
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, its 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
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