Marketplace Seller Support Specialist at Takealot (2024-08 – Present)
Address and escalate Marketplace seller and customer queries via multiple communication channels. Collaborate with internal stakeholders to resolve marketplace-related issues. Manage data capturing and administrative support tasks.
- Address and escalate Marketplace seller and customer queries via tickets, phone calls, and other communication channels
- Ensure all queries are logged, prioritized, and tracked for follow-up until resolution
- Engage with internal stakeholders (product teams, logistics, billing, etc.) to address and resolve Marketplace-related queries
- Provide detailed feedback to internal teams to help improve system and process efficiency
- Assist with adhoc data capturing tasks as required to support the smooth operation of the Marketplace
- Provide administrative support, including maintaining records and handling reports
- Identify and propose ideas for process and system improvements that can enhance the Marketplace's operations
- Investigate and track returned items related to Marketplace transactions
- Communicate with customers and sellers to resolve any issues related to returns or exchanges
- Ensure proper documentation and processing of returns as per Marketplace policies
- Request and submit invoices to ensure timely and accurate financial transactions
- Follow up on invoice-related queries and discrepancies
Customer Service/Delivery Assistant at Takealot (2015-09 – 2024-08)
Delivered timely, accurate, and professional customer service through multiple channels. Resolved customer problems using active listening and problem-solving skills. Managed returns, refunds, and delivery inquiries.
- Deliver timely, accurate, and professional service to customers through multiple channels (phone, email, chat, etc.)
- Ensure a positive customer experience by being responsive and empathetic
- Use active listening and problem-solving skills to identify the root cause of customer issues
- Take ownership of customer problems and find effective solutions in a timely manner
- Escalate unresolved issues to the appropriate internal departments if needed
- Communicate clearly and professionally with customers via phone and email, maintaining a friendly and approachable tone
- Keep customers informed about the status of their queries, returns, or refunds
- Work closely with internal departments (logistics, billing, technical support) to resolve customer queries
- Collaborate with cross-functional teams to ensure that customer feedback is conveyed and addressed
- Take full ownership of customer issues from start to finish
- Ensure customer needs are met in line with company policies and a customer-centric approach
- Assist customers with return requests, providing guidance on return policies and procedures
- Process refunds and exchanges promptly, ensuring compliance with company policies
- Provide assistance with delivery inquiries, including tracking, delivery status, and scheduling
- Resolve collection-related queries, coordinating with logistics teams as necessary
Facilities Management at Broll Property Group (2014-02 – 2015-04)
Logged and managed maintenance service calls. Assigned service calls to technicians and monitored progress. Responded to client queries and provided accurate service quotations.
- Log all incoming maintenance service calls accurately on the system
- Assign service calls to the appropriate technicians and monitor progress through to closure
- Follow up with service technicians to ensure completed jobs are closed off and properly recorded
- Respond promptly to client email queries, record feedback, and update the system accordingly
- Prepare and provide accurate service quotations to clients
- Ensure all service calls are signed off upon completion and captured correctly on the system
- Maintain consistent follow-ups to ensure timely resolution of all service requests
Customer Service at Direct Axis (2008-03 – 2013-04)
Handled inbound and outbound customer calls in the Customer Care department. Assisted customers with loan applications and managed customer loan accounts. Also worked in Sanlam Claims Department handling claims-related calls and customer account management.
- Handling inbound and outbound customer calls
- Assisting customers with telephonic loan applications
- Managing customer loan accounts, including calculating settlement amounts, updating bank account details, changing debit order dates, and updating customer personal information
- Identifying available loan offers and selling suitable loan products to customers
- Working on the dialler system to manage customer interactions
- Receiving customer emails and faxes, saving, linking, and updating customer documentation on the system
- Handling inbound and outbound calls related to claims and accounts
- Contacting customers whose accounts have been handed over to attorneys
- Assisting customers with payment arrangements and negotiations
- Updating and maintaining accurate customer account and personal details
