Your responsibilities will include:
- 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.
- 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
- National Senior Certificate or Higher
- Minimum of 6- 12 months customer service experience
- 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 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
- can think about problems from a business perspective using technical and product input
- is curious and challenges 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
- If you meet the above you are an Extraordinary Mind so come and join us!
