Product Support Assistant (FTC) at takealot.com

This position reports to the Customer Service Team Leader. 

Your responsibilities will include: 

• Responsible for manual process of all returns including but are not limited to, returns that are referred to a supplier for assessment, Direct engagement with both customer and the relevant suppliers and repair centres on progress and status of logged returns as well as returns within the Takealot warranty period.
• Relationship management of suppliers, internal stakeholders and customers – Maintaining and monitoring SLA agreements.
• Credit and closure of all returns statuses which may include supplier warranty claims.
• Responsible for handling customer engagement and investigation when a Not What I Ordered return has been logged by a customer.
• 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.
• 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.Handling all return queries, which refer to the management of customer expectation by return statuses & handling incoming calls and emails in reference to all returns.

Requirements:  

• High level of understanding of business returns processes
• Effective Problem solving skills
• Understanding of returns processes and policy 
• Confidence in sharing information and providing feedback
• Ability to multitask as well as to prioritise task in order of importance / urgency
• Desire to continually learn, focused on solutions and self-motivated
• Good command of English (verbal and written)
• Typing, phone, and computer navigation 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
• Patience, endurance and tenacity to resolve complexed complaints and queries
• Ability to receive constructive feedback in order to improve and develop output. 
• Accountable and responsible, takes ownership regardless of whose ‘problem’ it is.
• Ability to navigate the Internet, email, and chat to customer via Instant Messenger tools.
• Flexibility to work rotational shifts which includes weekends, public holidays and night wor

Qualifications     

• Matric Certificate / Grade12 or Higher
• At least 8 months+ customer service experience 

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.

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 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