Customer Engagement Assistant

Customer Engagement Assistant - TAL Social Media

, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Service team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, young, creative, hardworking 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 will report to the Customer Services Team Leader 

Your responsibilities will include:

• 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.

Requirements:

• 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 data and draw valid conclusions
• Desire to continually learn, focused and self-motivated
• Be collaborative, team oriented, and accountable
• Be customer centric and maintain a positive synergy for all queries
• Be action-orientated & problem-solving
• Possess patience, endurance and tenacity to resolve complex complaints and queries
• Ability to cope well in a high pressure environment while maintaining high quality outputs
• Ability to receive constructive feedback in order to improve and develop output. 
• Accountable and responsible, takes ownership regardless of whose 'problem' it is
• Flexibility to work rotational shifts which includes weekends, public holidays and night work
• Internet requirements: dedicated uncapped Wi-Fi/Fibre
• Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable

Qualifications 

• Senior Certificate or Higher
• Minimum of 6 -12 months customer service experience 

The Environment:

• employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of 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, 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 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 
• is collaborative 
• will be at the cutting edge of developing new concepts for  
• 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.