Takealot: Customer Service Representative

Company: Takealot Group

Location: South Africa

M24 Logistics, a division of the Takealot Group is looking for a suitably qualified and experienced Customer Service Representative to join our Cape Town team. We are a renowned e-commerce logistics partner specialising in B2B and B2C warehousing and fulfilment solutions to the local and African markets. We offer market-related benefits, a great work environment, and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

This position will report to the Customer Service Manager.

Role overview

• Responsible for resolving customer queries, meeting Service Level Agreements
• (SLAs), compiling reports, and resolving complaints in a timely manner.
• Proficiency in Customer Relationship Management (CRM) systems is essential.

The requirements for the role are:

•  Matric. Additional qualifications in logistics, business administration, or a related field are a plus.

Your responsibilities will include:

• Efficiently handle and resolve customer inquiries via phone, email, and other communication channels. 
•  Ensure all queries are addressed promptly and accurately.
•  Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.
•  Prepare and compile various reports as requested by management.
•  Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.
•  Utilize CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.
•  Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.
•  Identify opportunities for process improvements and contribute to the development of best practices in customer service.

The required competencies are:

•  Customer service etiquette.
•  Attention to detail.
•  Excellent communication skills, both written and verbal.
•  Strong problem-solving skills and the ability to think on your feet.
•  Proficiency in CRM systems and other relevant software.

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