Job Description: The Takealot Delivery Team in Customer Service are a central communications hub for both Customer Services as well as the TDT branch network. Simply put, their main task is to ensure the successful delivery of as many orders as possible. This is done by proactively identifying exceptions requiring intervention and by supporting the remaining stakeholders such as Online Shopping Assistants, Order Fulfillment, Corporate Sales & Branch Support with advice and information. They will also act as a second point of contact to assist resolving complex delivery queries. Job Responsibilities: Utilize a variety of software tools to navigate to a resolution. Create replacement orders for lost/damage parcels. Inbound and telephonic support to TDT branches for CS queries. Log complaints regarding TDT branches e.g. driver conduct/failure. Reschedule Failed Deliveries – communicating between customers and TDT Branches. Investigating CS real- time escalations relating to TDT and providing feedback to improve Online Shopping Assistant's for Customer Experience. Inbound and outbound telephonic support to TDT branches for CS queries. Ensure successful delivery of any TDT Deliveries. Identify gaps and areas for improvement in the TDT Delivery network. 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. Action all CS requests on orders. 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. Make quick decisions – Coordinate arrangements for urgent deliveries. Job Requirements: Ability to approach problems logically and with good judgement to ensure the appropriate customer outcome Proven track record of exceptional resolution and turn-around time resolving complex cases Exceptional attention to detail Typing, phone, and computer navigation skills In-depth knowledge of the brands and systems that support the Takealot delivery network Customer-obsessed, able to create a positive customer experience for all contacts Logistics or supply chain experience is an advantage Solutions-oriented, can-do attitude and high energy Must be able to work weekends and overtime as required Strong analytical and critical thinking, using data to inform decision Ability to interview and interact professionally with internal and external people Good command of English (verbal and written) Versatile and with the appetite to learn by doing National Senior Certificate or Higher Minimum of 6- 12 months customer service experience Job Details: Company: Takealot Vacancy Type: Full Time Job Location: Cape Town Application Deadline: N/A Apply Here instantcareers.net
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