Customer Engagement Assistant (Contract) at Takealot.com

As a Customer Engagement Assistant at Takealot.com, you will play a pivotal role in maintaining and enhancing the company's reputation and customer satisfaction across various digital platforms. This contract position offers a unique opportunity to immerse yourself in the fast-paced world of e-commerce, directly impacting customer loyalty and brand perception. You will be the frontline voice of Takealot and its associated brands, including Mr D Food, engaging with customers, addressing their concerns, and transforming potential issues into positive experiences. This role is ideal for a proactive individual with excellent communication skills and a passion for customer service, eager to contribute to a leading online retailer in South Africa. You will gain invaluable experience in digital customer relations, problem-solving, and cross-functional collaboration within a dynamic team environment.

Key Responsibilities

• 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.
• Proactively identify trends in customer feedback to inform improvements in service delivery and product offerings.
• Contribute to the development of FAQs and self-help resources based on common customer queries.

Why Join the Company

How to Apply

* Salary is estimated based on market research and may not be accurate.

• 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 information effectively.