Job Description

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

If you're results-oriented, self-motivated with attested retail/e-commerce experience, we want to hear from you. We're passionate about the potential of e-commerce and delivering a premier customer experience and so are the people who work for us. Excellence in prioritising daily tasks and confidence in interacting with internal and external partners should be part of your DNA. Furthermore, because we operate in a fast-growing, quick-moving environment, we’re looking for someone who is entrepreneurial, thrives when the going gets tough and is solutions-driven to simplify and innovate.

This position will report to the Customer Services Team Leader or 2IC

Your responsibilities will include:

• Deliver timely, accurate and professional customer service
• 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
• Communicate with customers via phone, email and chat
• Utilise a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment
• Prioritise and handle all emails and incoming calls in English
• 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
• Take ownership of our customers and ensure that their needs are met as soon as possible

We are a young, dynamic, hyper growth company looking for smart, creative, hardworking people to join us. We offer a great working 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.

Attributes required:

• Ability to clearly understand and respond appropriately to the issues that customers present
• Ability to demonstrate empathy towards customer’s issues
• Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
• 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
• High attention to detail
• Patience, endurance and tenacity to resolve complexed complaints and queries
• Curious, not afraid to question to ensure you understand to provide a good customer experience
• 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:

• Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-Matric study
• Min. 6 months customer service experience in related positions

Please note that part of our hiring process is to conduct background checks on your prior employment, criminal record and to verify your Matric certificate. If you are successful through our interview process you will need to attend 2 weeks of training.

We seek to employ Extraordinary Minds, people who are:

• Experts at DOING, they can not only design but also execute
• Analytical: Able to use data to make decisions. Letting data decide but not consume
• Competitive: Although innovation is important, GREAT requires a lot of work
• Curious: Always questioning the status quo
• Not averse to risk
• Business smart: Able to think about problems from a business perspective using technical, product and service input
• Self-directed, taking action based on own initiative
• Collaborative
• Thorough
• User-focused, always trying to understand a product from the user’s perspective
• Able to communicate clearly and not afraid to voice an opinion, no matter how unpopular

Are you an Extraordinary Mind?

You need to be strong in both root cause analysis and driving to action – in other words, you need to be a thinker and a doer, and doing doesn’t happen only during work hours.

You need to be passionate about the potential of e-commerce and delivering a world-class customer experience. And, because we operate in a fast-growing, quick-moving environment, we’re looking for someone who is entrepreneurial, thrives under change, and always looks for solutions to do something better and faster. You will be at the cutting edge of developing new concepts for takealot.com. In short, we need you to think like an owner of the business.

The Environment:

• 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