Customer Engagement Assistant (Flexi-Perm) at Takealot.Com

The Customer Engagement Assistant at Takealot.Com plays a pivotal role in ensuring exceptional customer satisfaction for Mr D Food, a key part of the Takealot Group. This position is ideal for a proactive and empathetic individual who thrives in a dynamic, fast-paced environment and is passionate about resolving customer queries across various platforms. As a Flexi-Perm team member, you will contribute significantly to maintaining high service standards and fostering positive customer relationships, directly impacting the brand's reputation and customer loyalty within the competitive South African e-commerce and food delivery landscape. This role offers a unique opportunity to develop critical problem-solving and communication skills while working with cutting-edge technology and a supportive team.

Key Responsibilities

• 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. This involves a deep understanding of customer needs and the ability to navigate complex scenarios to achieve satisfactory outcomes.
• 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. Proficiency in these tools is crucial for efficient and accurate problem-solving.
• Liaise with internal departments to solve customer queries. Strong interaction with the core Mr D Food business teams. This requires excellent interpersonal skills and the ability to collaborate effectively across different functions to ensure seamless customer service.
• Assessing any service failure to identify the root cause and take appropriate action to ensure similar failures are avoided. This proactive approach helps in continuous improvement of service delivery.
• Adhoc work processing – Review and analysis of customer satisfaction ratings resulting in effective resolution management and customer engagement. This involves data interpretation and strategic thinking to enhance customer experience.
• Monitoring and interacting with customers via all social media channels for Mr D Food, including resolution of complaints logged via these platforms. This demands strong written communication skills and the ability to manage public perception effectively.

Why Join the Company

Takealot.com is not just a workplace; it's a vibrant ecosystem where entrepreneurial spirit thrives. Employees are dynamic, smart, and customer-centric, all united by the shared ambition of making Takealot.com the leading eCommerce company in Africa. Here, you'll find a culture that encourages hard work, ownership, and teamwork to create innovative solutions. The environment is open to direct feedback and new ideas, fostering continuous improvement and personal growth. We are doers, not just thinkers, believing that execution is paramount. If you love what you do and are passionate about creating impact, you'll fit right in. The company seeks extraordinary minds who are forthright yet respectful, experts in execution, analytical in decision-making, competitive, self-directed, and strive for excellence. Joining Takealot.com means becoming part of a team that is short on ego and high on output, dedicated to shaping the future of e-commerce in South Africa. You will gain invaluable experience in a leading tech company, with opportunities for career advancement and skill development in a rapidly evolving industry.

How to Apply

Please apply using the Quick Apply button on this page.

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

• 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.
• 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.