Jobs at Takealot – Customer Insights Assistant

Job Description:

takealot.com, a leading South African online retailer, is looking for highly talented Customer Insights Assistant to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, 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.

Job Responsibilities:

• Data mining of customer responses for NPS & CSAT surveys sent weekly
• Data mining of customer contacts received across internal and social media platforms and media and spot trends based on customer direct feedback received on surveys
• Reclassification of data for trend spotting to align to customer journeys
• Creating trend analysis reports and dashboards for weekly OPCO and VOC meetings in the Takealot Group.
• Identifying training gaps and inefficiencies related to contacts received
• Research completed for projects underway specifically related to customer impact
• Responsible for mining customer contacts received via CS channels which include telephone, email & social media and spot trends based on customer direct feedback received on surveys
• Responsible for providing feedback to the CS core and training teams related to process inefficiencies and agent training gaps.
• Responsible for completing root cause analyses on CS customer contacts for project related research to the wider business.
• Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment

Job Requirements:

• Customer obsessed in every action
• Self-monitoring, personal management & self-discipline
• Patience, endurance and tenacity
• Ability to think & creatively & innovatively in area’s of accountability
• Ability to think and act systemically in areas of accountability
• Learning agility & adaptability
• Ability to think creatively and innovatively within a customer obsessed
• 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
• Working knowledge of internet browsers, MS Excel, MS Outlook & MS Powerpoint
• Able to communicate with all levels of management
• Ability to read and interpret data and draw valid conclusions
• Desire to continually learn, focused on solutions and self-motivated
• Excellent written and verbal communication skills
• Be Collaborative, a team player, understand your actions impacts on your team
• Customer centric, the ability to create a positive customer experience for all queries
• Action-orientated problem-solver
• Patience, endurance and tenacity to resolve complexed complaints and queries
• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
• High level of computer literacy – excellent typing, phone and computer navigation skills to navigate the Internet and internal systems
• Ability to receive constructive feedback in order to improve and develop output.
• Accountable and responsible, takes ownership regardless of whose ‘problem’ it is.
• Senior Certificate or equivalent work experience is advantageous
• 1 to 2 years minimum experience in a Customer Service environment specializing in QA, data mining or complaints handling.
• Proficient in Microsoft Office, ( Advanced Excel, PowerPoint)
• Flexibility to work Monday to Friday which includes adhoc overtime based on operational requirements

Job Details:

Company: Takealot

Vacancy Type:  Full Time

Job Location: Cape Town

Application Deadline: N/A

Apply Here

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