MRD Customer Engagement Assistant (Flexi-Perm)

<p><strong>Customer Engagement Assistant&nbsp; - Mrd Food - Flexi Perm&nbsp;</strong></p> <p>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.</p> <p>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.</p> <p><strong>This position will report to the Customer Services Manager</strong></p> <p><strong>Your responsibilities will include:</strong></p> <ul> <li>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.</li> <li>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.</li> <li>Liaise with internal departments to solve customer queries. Strong interaction with the core Mr D Food business teams.</li> <li>Assessing any service failure to identify the root cause and take appropriate action to ensure similar failures are avoided.</li> <li>Adhoc work processing – Review and analysis of customer satisfaction ratings resulting in effective resolution management and customer engagement</li> <li>Monitoring and interacting with customers via all social media channels for Mr D Food, including resolution of complaints logged via these platforms.</li> </ul> <p><strong>Attributes required:</strong></p> <ul> <li>Ability to clearly understand and respond appropriately to the issues on social media platforms</li> <li>Ability to demonstrate empathy towards customers issues</li> <li>Confidence in sharing information and providing feedback</li> <li>Ability to multitask as well as to prioritise task in order of importance and urgency</li> <li>Demonstrated ability to effectively complete tasks with great attention to detail</li> <li>Good working knowledge of internet browsers, MS Excel and MS Outlook</li> <li>Able to communicate with all levels of management</li> <li>Ability to read and interpret data and draw valid conclusions</li> <li>A desire to continually learn focused on solutions and self-motivated</li> <li>Excellent written and verbal communication skills</li> <li>Be collaborative, a team player, understand your actions impacts on your team</li> <li>Customer-centric, the ability to create a positive customer experience for all queries</li> <li>Action-orientated problem-solver</li> <li>Patience, endurance, and tenacity to resolve complex complaints and queries</li> <li>Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs</li> <li>High level of computer literacy, excellent typing, phone and computer navigation skills to navigate the Internet and internal systems</li> <li>Ability to receive constructive feedback in order to improve and develop output.</li> <li>Accountable and responsible, takes ownership regardless of whose ‘problem’ it is.</li> </ul> <p><strong>Qualifications and experience:</strong></p> <ul> <li>Senior Certificate or Higher</li> <li>Minimum 12 months within the customer service experience</li> <li>Flexibility to work rotational shifts which include weekends, public holidays and night shifts.</li> </ul> <p><strong>The Environment:</strong></p> <ul> <li>takealot.com employees are entrepreneurial and dynamic, smart, customer-centric,<br>fun and have the shared ambition of takealot.com being the leading eCommerce<br>company in Africa</li> <li>We have fun, work hard, take ownership, work in teams to create solutions, and<br>are always open to direct feedback/new ideas on where we can improve.</li> <li>We are short on ego and high on output.</li> <li>We are doers and not only thinkers, it’s all in the execution after all.</li> <li>We love what we do and what we are creating.</li> </ul> <p><strong>We seek to Employ an Extra Ordinary Mind who:</strong></p> <ul> <li>is forthright but respectful</li> <li>is an expert at doing, who can not only design but also execute</li> <li>is analytical, able to use data to make decisions</li> <li>is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)</li> <li>is passionate about the potential of e-commerce and delivering a world-class customer experience</li> <li>is entrepreneurial, thrives under change and accepts it is a constant and always<br>looks for solutions to do something better and faster</li> <li>is able to think about problems from a business perspective using technical and product input</li> <li>is curious and challenge the status quo</li> <li>is innovative and enjoys iteration</li> <li>is collaborative</li> <li>will be at the cutting edge of developing new concepts for takealot.com.</li> <li>thinks like an owner of the business</li> <li>is SMART, has INTEGRITY and is HARDWORKING</li> </ul> <p>If you meet the above you are an Extraordinary Mind so come and join us!</p> <p style="text-align: center;"><em>Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.</em></p>