Shoprite Group eCommerce Help Centre Agent Jobs in South Africa

Shoprite Group eCommerce Help Centre Agent Jobs in South Africa


Purpose of the Job

  • The Help Centre team is focused on supporting our customers, stores, courier partners and internal stakeholders through fielding real-­time calls and emails and providing solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our customers, improve performance, and scale through better automation, process and product experience.

    Job Objectives

    Responsible for forging and maintaining a strong relationship with all aspects of the eCommerce operation to:

  • Ensure processes and procedures are effectively communicated and fully understood

  • Act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries

    Responsible for monitoring and leading operations flow from order creation to delivery and maximising the percentage of online orders to be delivered to customers on-time and in-full by:

  • Identifying online orders that are behind pre-agreed SLAs

  • Proactively working with store and delivery operations to rectify these orders

  • Identify where proactive communications are required to the customer

  • Responsible for providing positive, fast, and complete support resolutions to users, including customers, stores & other stakeholders via phone & email

  • Responsible for identifying common trends within support interactions and escalate appropriately

  • Excellent attention to detail and ability to proactively resolve customer queries

  • Responsible for continually contributing to a culture of excellence and ambition

  • Responsible for maintaining an attitude of accountability, integrity, and excellence

  • Communicating effectively
    and exercising sound judgment when interacting with customers

    Qualifications

  • Tertiary qualification.

    Experience

  • 3+ Years Order fulfilment experience in eCommerce retail operations.

  • 1-3 Years Supply Chain and logistics experience in eCommerce retail operations.

  • 1-3 Years Experience working with a contact centre, preferably within an eCommerce role.

    Knowledge and Skills

  • Order fulfillment in eCommerce retail operations.

  • Supply Chain and logistics in eCommerce retail operations.

  • Contact centre, preferably within an eCommerce role.

  • Highly proactive and self-starter.

  • A desire to always put the customer first.

  • A desire to continually learn, improve and go the extra mile.

  • Empathy and the ability to take initiative for the customer.

  • Strong problem-solving skills with the ability to creatively resolve difficult situations.

  • Ability to work in a fast-paced environment, subject to rapid change and uncertainty.

  • An attitude of accountability and excellence.

    How to Apply

  • For more information and job application details, see; Shoprite Group eCommerce Help Centre Agent Jobs in South Africa


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