Takealot.com is the leading ecommerce retailer in South Africa and one of the largest, most innovative ecommerce retailers on the African continent.
Our mission is to be the most customer-centric online shopping destination in Africa, built around the simple concept that the customer comes first.
All of our focus is dedicated to improving the customer ...
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Deliver timely, accurate and professional customer service for all Takealot Delivery Team Stakeholders.
Resolve delivery or service problems by utilizing your listening skills to clarify our customer's query; assess any service failure to identify the root cause and take appropriate action.
Ensure delivery expectations is managed at branch and customer level.
Ensure all escalated delivery cases are addressed and resolved daily. Queues must be cleared daily.
Utilize a variety of software tools to navigate to a resolution.
Inbound and outbound telephonic support to TDT branches for CS queries.
Ensure successful delivery of any TDT Deliveries.
Reschedule Failed Deliveries – communicating between customers and TDT Branches.
Inbound and telephonic support to TDT branches for CS queries.
Log complaints regarding TDT branches e.g. driver conduct/failure.
Create replacement orders for lost/damage parcels.
Make quick decisions – Coordinate arrangements for urgent deliveries.
Investigating CS real- time escalations relating to TDT and providing feedback to improve Online Shopping Assistant's for Customer Experience.
Action all CS requests on orders.
Identify gaps and areas for improvement in the TDT Delivery network.
Requirements:
Customer-obsessed, able to create a positive customer experience for all contacts
Exceptional attention to detail
Good command of English (verbal and written)
Typing, phone, and computer navigation skills
Solutions-oriented, can-do attitude and high energy
Strong analytical and critical thinking, using data to inform decision
Ability to interview and interact professionally with internal and external people
Ability to approach problems logically and with good judgement to ensure the appropriate customer outcome
Versatile and with the appetite to learn by doing
Must be able to work weekends and overtime as required
Proven track record of exceptional resolution and turn-around time resolving complex cases
In-depth knowledge of the brands and systems that support the Takealot delivery network
Logistics or supply chain experience is an advantage
Qualifications
National Senior Certificate or Higher
Minimum of 6- 12 months customer service experience
Gmail
Yahoomail