Customer Service Representative - 6 Months Contract

M24 Logistics, a division of the Takealot Group, is seeking a dedicated and customer-focused individual to join our Cape Town team as a Customer Service Representative. We are a renowned e-commerce logistics partner specialising in B2B and B2C warehousing and fulfilment solutions to the local and African markets.

This position will report to the Customer Service Manager: M24 Logistics.

Role overview

In this role, you will be 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.
• Minimum of 2 years of experience in a customer service role within a logistics environment.
  
  

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.
• Utilise 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:

• Order Capturing on SAP: Accurately capture and process orders on SAP, ensuring all details are correct and aligned with client expectations.
• Attention to Detail: High level of accuracy is essential to avoid processing errors and delays.
• Critical Thinking: Ability to assess situations, identify discrepancies, and apply sound judgment to resolve issues efficiently.
• Excel Proficiency: Must be confident working with multiple spreadsheets and have strong Excel skills (e.g., filtering, formulas, VLOOKUP, pivot tables).
• Thrives Under Pressure: Able to remain focused, organised, and efficient when working in high-pressure or fast-paced environments.
• Communication Skills: Clear and professional communication, both written and verbal, is essential when dealing with internal teams and clients.
  
  

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer- centric, fun and have the shared ambition of takealot.com being the leading e- commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.
• We seek to employ an Extra Ordinary Mind who is Smart, has Integrity, and is Hardworking.
  
  

If you meet the above you are an Extraordinary Mind so come and join us!

Takealot Group is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.