takealot.com, a leading South African online retailer, is looking for a highly talented
Community & Customer Retention Assistant to join our team in Cape Town.
We are a young, dynamic, hyper growth company looking for smart, creative, hardworking
people with integrity to join us. We offer a market related, Total Remuneration
Package which allows full flexibility according to your needs, 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 MrD 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 customer’s issues
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
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
Patience, endurance, and tenacity to resolve complexed 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 :
Successfully completed NQF Level 4 / Matric / Grade 12 and ideally post-matric education
Min. 6-12 months social media customer experience
Flexibility to work rotational shifts which include weekends, public holidays and nights
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
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
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
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.