Product Support Assistant (FTC)

Product Support Assistant (FTC)

a leading South African online retailer is looking for a highly talented Product Support Assistant to join our Customer Service team in Cape Town.

We are a young dynamic hyper growth company looking for smart young creative hardworking people to join us. We offer market related benefits a great work environment and a promise that you wont be bored as long as you are prepared for a challenge and want to build something great

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 customers 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 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:

• employees are entrepreneurial and dynamic smart customer-centric fun and have the shared ambition of 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 its 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 .
• 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!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.