eCommerce Help Centre Agent at Shoprite Group

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

Applicant Feedback Policy

Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful

Closing Date :

HOW TO APPLY

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