Customer Engagement Assistant

About the role

Takealot, South Africa's leading e-commerce company, is looking for a Customer Engagement Assistant in Cape Town. As part of the TakealotMORE team, you will be the main point of contact for customers on the platform, handling interactions across social media and direct support channels with empathy, efficiency and professionalism. You will work closely with internal departments to bridge the gap between operations and the customer experience, and proactively monitor service levels to spot issues such as stock delays or pricing discrepancies.

Key responsibilities

• Monitor and engage with customers on all social media platforms and digital channels, turning potential complaints into positive brand experiences.
• Investigate product and service issues, find their root cause and implement solutions quickly and accurately.
• Handle high-level complaints, including those escalated to executive leadership or received through different business units.
• Proactively manage inbound enquiries about out-of-stock items and supply chain delays, keeping customers informed to retain their trust.
• Identify the root causes of service failures and give constructive feedback to internal teams so problems do not recur.
• Use internal software and communication tools to manage accounts, process ad-hoc administrative tasks and navigate digital records.

Required profile

• Exceptional command of written and spoken English, able to communicate clearly and empathetically.
• A tenacious approach to complex queries, staying calm and efficient in a fast-paced environment.
• Flexibility to work rotational shifts, including weekends, public holidays and night shifts.
• An analytical mind: able to interpret data, spot patterns and draw valid conclusions to improve business processes.
• A dedicated, quiet home workspace with a reliable hard-wired internet connection, as the role may involve remote work.

Required skills

• Strong computer literacy, including MS Excel and Outlook.
• Understanding of social media trends and customer engagement tools.