Customer Engagement Assistant (TAL Social Media)

• 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.

• 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

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

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com 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.

• 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 takealot.com.
• thinks like an owner of the business.
• is SMART, has INTEGRITY and is HARDWORKING

Takealot