Customer Engagement Assistant - TakealotMORE
Core
Monitor and interact with customers across social media channels to resolve complaints, handle out-of-stock cancellations, and manage escalated issues.
Role type
Customer Engagement Assistant (Social Media & Escalations)
Builds
Customer satisfaction and retention for Takealot's e-commerce platform
Domain
E-commerce / Retail
Deliverable
client delivery
Required skills
Social media management, complaint resolution, customer retention, policy navigation, internal liaison, root cause analysis, data interpretation, multitasking, MS Excel/Outlook
Preferred skills
Empathy, business process understanding, adaptability, high-pressure tolerance, ownership mindset
Responsibilities
Monitor social media for customer complaints and interactions; Resolve product or service problems by clarifying issues and expediting solutions; Handle inbound engagement regarding out-of-stock cancellations and supplier delays; Manage escalated complaints received via receptionist or business units; Liaise between internal departments to solve customer queries; Identify root causes of service failures to prevent recurrence; Process ad-hoc business errors such as pricing mistakes.
Seniority
Junior, entry-level IC