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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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