We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs, 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.
Your responsibilities will include:
- To assist the complaints administrative process and resolution thereof.
- Understand the different departments' policies and procedures, in order to facilitate investigations and communicate effectively within the expected timelines.
- Understand the delivery process end to end to investigate and resolve logistic escalations, to provide action resolution feedback where applicable to our clients.
- Liaise with the Takealot Delivery Team (TDT) branches, DCs, Supply Chain, and team leads from respective teams where necessary to drive resolution.
- Liaising with customer service to obtain further information to facilitate investigation resolution.
- Building and maintaining sustainable business relationships amongst stakeholders.
- General organizing and administrative support as required.
- Performs other related duties, in accordance with operational business requirements.
- Excellent problem-solving skills and logical thinking.
- Must be able to respond quickly to ever-changing and evolving situations and processes.
- Must be able to work well under pressure with a strong attention to detail.
- Good interpersonal skills - must be able to work well as an individual as well as part of a team.
- Focused, self-motivated, and target-driven; determined to succeed.
- Self-starter able to initiate new projects.
- Strong communication skills, both verbal and written.
- Strong technical knowledge of systems, electrical, and mechanical components.
- Excellent time management working towards daily/weekly KPIs.
- Willingness to learn and grow within the team and company.
- Reading, understanding, and compiling reports advantageous
- Matric (grade 12) certificate or similar.
- Tertiary qualification is advantageous.
- At least 6 months of customer service and complaints handling experience.
- Computer literate, with proficiency in Google Suite products (Gmail, Docs/Sheets/Slides, Drive, etc.) and Microsoft Office (Word, Excel [basic formula understanding] & PowerPoint).
- Zendesk (or any other complaint ticketing system) experience is advantageous.
- Food delivery customer service experience is advantageous.
- 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 respectful but forthright
- 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 business SMART. 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 HARD WORKING
Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.
