Product Support Assistant (Contract) at Takealot.com

As a Product Support Assistant at Takealot.com, you will be an integral part of the Customer Service team, focusing specifically on managing product returns and ensuring a seamless post-purchase experience for our customers. This contract role offers a fantastic opportunity to develop expertise in product lifecycle management, supplier relations, and advanced customer problem-solving within South Africa's leading online retail environment. You will be responsible for navigating complex return processes, engaging directly with customers and suppliers, and ensuring that all queries are resolved efficiently and to the highest standard. This position is perfect for an organised, detail-oriented individual with strong communication skills who thrives in a challenging and fast-paced setting, eager to contribute to operational excellence and customer loyalty.

Key Responsibilities

• Responsible for manual process of all returns including but are not limited to, returns that are referred to a supplier for assessment, Direct engagement with both customer and the relevant suppliers and repair centres on progress and status of logged returns as well as returns within the Takealot warranty period.
• Relationship management of suppliers, internal stakeholders and customers – Maintaining and monitoring SLA agreements.
• Credit and closure of all returns statuses which may include supplier warranty claims.
• Responsible for handling customer engagement and investigation when a Not What I Ordered return has been logged by a customer.
• 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.
• Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided.
• Take ownership of our customers and ensure that their needs are met as soon as possible.Handling all return queries, which refer to the management of customer expectation by return statuses & handling incoming calls and emails in reference to all returns.
• Collaborate with logistics and quality assurance teams to identify root causes of product issues and improve return processes.
• Maintain accurate records of all return cases, communications, and resolutions for reporting and analysis.

Why Join the Company

How to Apply

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

• High level of understanding of business returns processes.
• Effective problem-solving and communication skills.
• Strong relationship management abilities with suppliers and customers.
• Ability to manage customer expectations and handle queries efficiently.
• Proficiency in using various software tools for tracking and managing returns.
• Excellent attention to detail and organizational skills.