Fresh Jobs at OneCart

Duties and Responsibilities :

• Ensure ongoing collaboration with order success agents to ensure effective processes are in place and in line with corporate processes and goals.
• Meet/exceed performance expectations and goals for your allocated regions.
• Consistently be attentive to real-time queries and act when needed.
• Resolve queries across various platforms efficiently and effectively
• Ensure collaboration with order success team and monitor issues that may have a direct impact on the business KPI’s and goals.
• Create an exceptional, personalized service experience for users.
• Provide positive, fast, and complete support resolutions to users via various access channels.
• High-energy and self-reliant.
• Provide support to customers with efficiency and urgency.
• Identify common trends within support interactions and escalate appropriately.
• Ability to quickly identify and resolve customer inquiries.
• Act with the customer in mind and advocate for the user community.
• Communicate effectively and exercise sound judgement when interacting with customers.
• Fraud detection/reduction (coupon abuse, incentive abuse, suspicious purchasing behaviour etc).
• Ticket resolution 1st time around/Answering directed phone calls /Responding to customer email communication
• Responding to customer social media posts/DM’s/Facebook messenger/LinkedIn messages

Requirements:

• Customer service experience (1+ years).
• Higher Certificate/Grade 12
• College degree in a related field, preferred.
• Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
• Must be shift flexible including one weekend day

Competencies:

• Good Phone etiquette
• High tolerance for stress, complexity, and change.
• Dependable and punctual with time management skills.
• Strong writing skills and impeccable attention to detail.
• Demonstrates empathy and the ability to take initiative for the customer.
• Strong problem-solving skills ­with the ability to creatively resolve difficult situations.
• Ability to quickly learn web­-based user support applications.
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty.
• High-level of comfort and familiarity with smartphone applications (iPhone and Android).

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Duties and responsibilities

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on Logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries
• Investigate and respond to shopper queries.
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own Branch to solve problems

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible
• Reports are accurate and timeously submitted to relevant parties
• Advise and check weekly reports for complaints, downtime reports, store productivity

Qualifications requirements

The following requirements are necessary:

• Be eligible to work in South Africa.
• A valid South African driver's license or a valid South African Professional driving permit (PrDP)
• Clean driving record.
• Must have your own vehicle or motorbike (registration documents to be verified)
• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• 2-3 years Team Leader experience

Competencies and Skills

• Attention to detail
• Time management skills
• Conflict management skills
• Negotiation skills
• Professional verbal and written communication skills
• Responsive
• Effective planning and organising
• Self-directed and motivated
• Interpersonal skills
• Ability to build and maintain relationships
• Resilience
• Decisive and action-orientated
• Assertiveness
• Ability to work independently and under pressure
• High emotional intelligence

go to method of application »

Duties and responsibilities

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on Logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries
• Investigate and respond to shopper queries.
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own Branch to solve problems

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible
• Reports are accurate and timeously submitted to relevant parties
• Advise and check weekly reports for complaints, downtime reports, store productivity

Qualifications requirements

The following requirements are necessary:

• Be eligible to work in South Africa.
• A valid South African driver's license or a valid South African Professional driving permit (PrDP)
• Clean driving record.
• Must have your own vehicle or motorbike (registration documents to be verified)
• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• 2-3 years Team Leader experience

Competencies and Skills

• Attention to detail
• Time management skills
• Conflict management skills
• Negotiation skills
• Professional verbal and written communication skills
• Responsive
• Effective planning and organising
• Self-directed and motivated
• Interpersonal skills
• Ability to build and maintain relationships
• Resilience
• Decisive and action-orientated
• Assertiveness
• Ability to work independently and under pressure
• High emotional intelligence

go to method of application »

Duties and responsibilities

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on Logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries
• Investigate and respond to shopper queries.
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own Branch to solve problems

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible
• Reports are accurate and timeously submitted to relevant parties
• Advise and check weekly reports for complaints, downtime reports, store productivity

Qualifications requirements

The following requirements are necessary:

• Be eligible to work in South Africa.
• A valid South African driver's license or a valid South African Professional driving permit (PrDP)
• Clean driving record.
• Must have your own vehicle or motorbike (registration documents to be verified)
• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• 2-3 years Team Leader experience

Competencies and Skills

• Attention to detail
• Time management skills
• Conflict management skills
• Negotiation skills
• Professional verbal and written communication skills
• Responsive
• Effective planning and organising
• Self-directed and motivated
• Interpersonal skills
• Ability to build and maintain relationships
• Resilience
• Decisive and action-orientated
• Assertiveness
• Ability to work independently and under pressure
• High emotional intelligence