Customer Engagement Assistant - TakealotMORE

Takealot, South Africa’s leading e-commerce powerhouse, is seeking a proactive and versatile Customer Engagement Assistant to join their team in Cape Town. This role is a perfect fit for a dynamic individual who thrives in a fast-paced environment and possesses a genuine passion for solving problems while maintaining a high level of customer satisfaction. If you are tech-savvy, creative, and eager to contribute to the growth of a prominent retail brand, this position offers an opportunity to be at the heart of their operations.

About the role

As a member of the TakealotMORE team, you will act as a key point of contact for customers navigating the platform. You will be responsible for managing the brand’s digital presence and ensuring that every interaction—whether via social media or direct support channels—is handled with empathy, efficiency, and professionalism. The role requires a candidate who can balance high-pressure situations with a positive attitude, ensuring that customers feel supported throughout their shopping journey.

You will work closely with various internal departments to bridge the gap between business operations and the consumer experience. This involves not only reactive problem-solving but also proactive monitoring of service levels to identify and address systemic issues, such as stock delays or pricing discrepancies, before they escalate.

What you’ll do

• **Social Media & Customer Interaction:** Monitor and engage with customers across all social media platforms and digital channels, turning potential complaints into positive brand experiences.
• **Resolution Management:** Investigate product and service-related issues, determine the underlying causes, and implement effective solutions with speed and accuracy.
• **Escalation Handling:** Manage high-level complaints, including those escalated to executive leadership or received through various business units.
• **Retention Efforts:** Proactively handle inbound engagement regarding out-of-stock items and supply chain delays, maintaining clear communication to retain customer trust.
• **Process Improvement:** Identify root causes of service failures and provide constructive feedback to internal teams to prevent recurrence.
• **System Navigation:** Utilize internal software and communication tools to manage accounts, process ad-hoc administrative tasks, and navigate digital records.

What they’re looking for

• **Communication Skills:** Exceptional command of the English language, both written and verbal, with the ability to convey information clearly and empathetically.
• **Technical Proficiency:** Strong computer literacy, including confidence with MS Excel, Outlook, and a deep understanding of social media trends and customer engagement tools.
• **Problem-Solving Mindset:** A tenacious approach to resolving complex queries, paired with the ability to remain calm and efficient in a fast-paced environment.
• **Adaptability:** The flexibility to work rotational shifts, which include weekends, public holidays, and night shifts.
• **Home Office Setup:** As the role may involve remote requirements, you must possess a dedicated, quiet workspace with a reliable, hard-wired internet connection.
• **Analytical Ability:** The capacity to interpret data, identify patterns, and draw valid conclusions to improve business processes.

For a Customer Engagement Assistant role of this nature in South Africa, remuneration is generally market-related, often supplemented by shift allowances or performance-based incentives common in the e-commerce sector. This role serves as an excellent gateway into the broader retail and tech landscape, providing a solid foundation in CRM, data analysis, and stakeholder management. Success in this position often leads to growth opportunities within customer experience management, logistics, or operations teams within larger South African retail groups.

• Good command of English (verbal and written).
• Typing, phone, and computer navigation skills.
• Ability to navigate the Internet, email, and chat to customer via Instant Messenger tools.
• Ability to clearly understand and respond appropriately to customer issues.
• Ability to demonstrate empathy towards customer’s issues.
• High level of understanding of business processes.
• Understanding of social media and the various forms of engagement.
• Confidence in sharing information and providing feedback.
• Ability to multitask as well as to prioritise task in order of importance / urgency.
• Demonstrated ability to effectively complete tasks with great attention to detail.
• Good working knowledge of internet browsers, MS Excel, and MS Outlook.
• Able to communicate with all levels of management.
• Ability to read and interpret data and draw valid conclusions.
• Desire to continually learn, focused and self-motivated.
• Be collaborative, team oriented, and accountable.
• Be customer centric and maintain a positive synergy for all queries.
• Be action-orientated & problem-solving.
• Possess patience, endurance, and tenacity to resolve complex complaints and queries.
• Ability to cope well in a high pressure environment while maintaining high quality outputs.
• Ability to receive constructive feedback in order to improve and develop output.
• Accountable and responsible, takes ownership regardless of whose ‘problem’ it is.
• Flexibility to work rotational shifts which includes weekends, public holidays, and night work.
• Internet requirements: dedicated capped Wi-Fi.
• Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable.