Customer Engagement Assistant - Mrd Food - Flexi Perm

Customer Engagement Assistant  - Mrd Food - Flexi Perm 

Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Relations 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 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 Mr D 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 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.

Qualifications and experience:

• 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.

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 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 innovativ