Position Title:
Delivery Team Assistant
Location:
Cape Town
Company:
takealot.com
Role Overview:
The Delivery Team Assistant at takealot.com plays a vital role as the central communications hub between Customer Service, the Takealot Delivery Team (TDT), and branch networks. The primary objective is to ensure successful deliveries by resolving complex delivery queries, proactively addressing delivery exceptions, and providing seamless support to internal and external stakeholders.
Key Responsibilities:
Customer Service Support:
- Deliver timely, accurate, and professional service to all TDT stakeholders.
- Act as a second point of contact for resolving complex delivery issues.
- Handle inbound and outbound support for TDT branches concerning customer service (CS) queries.
Delivery Management:
- Monitor and ensure successful order deliveries.
- Reschedule failed deliveries while coordinating between customers and TDT branches.
- Manage escalated delivery cases and clear all queries daily.
- Log complaints about driver conduct or service failures.
Operational Efficiency:
- Utilize software tools for real-time resolution and case management.
- Create replacement orders for lost or damaged parcels.
- Coordinate arrangements for urgent deliveries and escalate cases when required.
- Investigate and act on CS escalations to enhance customer experience.
Reporting and Analysis:
- Identify delivery network gaps and recommend areas for improvement.
- Provide feedback to enhance operational processes and customer satisfaction.
Qualifications and Experience:
- Education: National Senior Certificate or higher.
- Experience:
- 6–12 months of customer service experience.
- Logistics or supply chain experience (advantageous).
Skills and Attributes:
- Exceptional attention to detail and strong command of English (verbal and written).
- Typing, phone, and computer navigation skills.
- Solutions-oriented with a can-do attitude and high energy.
- Analytical and critical thinking skills with a data-driven approach.
- Ability to interview and interact professionally with internal and external parties.
- Versatile and eager to learn by doing.
- Proven track record of resolving complex cases efficiently.
- In-depth knowledge of systems supporting the Takealot delivery network is a plus.
Work Environment at takealot.com:
- Culture: Entrepreneurial, dynamic, customer-centric, and collaborative.
- Values: Focused on creating innovative solutions, thriving on change, and delivering world-class customer experiences.
- Expectations: High-output, execution-focused, and driven to be the best in e-commerce.
Position Type: Permanent
Working Hours: Includes weekends and overtime as required.
Equal Opportunity Employer:
Preference will be given to applicants from previously disadvantaged groups and people with disabilities.
If you meet the above criteria, takealot.com invites you to join their extraordinary team.
