73 Customer Strategy jobs in South Africa

Company Description
Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.

The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless processes, enabled by great technology.

There are three key strategic pillars that GSS is currently aligned to and delivering towards, namely, customers, colleagues and communities.

Proactive and meaningful stakeholder engagement, which includes employees, communication and effective change management are key success factors in the GSS journey.

Job Description
Please note that is a Fixed Term Contract role.
The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer's needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.

The incumbent is responsible for the resolution of first line HR and employee queries. Verification of information on systems and submission of payroll input documentation. Check validity of recorded submissions and escalate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for Employee Services processes mentioned below:

• Learning and Development
• Employee Data Management
• Payroll Execution

As some queries will be escalated from the ES Walk-In Centre / Contact Centre to resolvers in the Employee Data Management Teams, the incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.

Key Tasks
Service Delivery and Excellence:

• Portray a professional, customer orientated image of the GSS Employee Services organization.
• Cultivate trust within all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
• Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer
• Assist Customers in making more effective use of self-service stations and systems, products and services
• Educate and inform customers on the full range of services rendered by the Global Shared Services

Query Resolution and Case Management:

• Staff and operate the Walk In Centre / Contact Centre with regards to:
• Current employee queries
• Potential future employee queries?
• Ex-employee queries
• Management queries
• HR queries
• Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
• Respond to and investigate Customer queries and problems reported
• Escalate tier 2 type queries to resolvers in the Employee Data Management and Payroll Execution teams for remedial actions. The incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries
• Ensure correct logging of queries on the relevant systems
• Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
• Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
• Where and when required, engage with the customer/s in order to resolve outbound queries referred to the WIC by the Contact Centre

Customer Service requests:

• Respond to Customer Service requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
• Ensure accurate and methodical logging of customer requests on the relevant systems
• Printing, sealing and distribution of monthly remuneration statements/payslips

Document handling:

• Receive customer documents to be forwarded to the Employee Data Management team
• Verify documents in terms of appropriate levels of customer approval. This includes checking validity of information captured on the payroll forms, ensuring all relevant fields are completed and rejecting documents that do not comply
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
• Ensure that the correct ES forms are utilized
• Where applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to Employee Data Management team
• Batch documents as per system requirements
• Scan payroll documentation into relevant OCR scanning system (courier arrangement - this may be BU specific)
• Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5's, Retirement Fund statements, etc.

Employee Engagement and Termination

• HR approval and forwarding to the successful job applicant
• Arrange logistics for medical examination required
• Contact successful applicant and confirm when he/she must report for service
• Arrange logistics for employee's first day in service and notify necessary parties of start date
• Arrange company asset allocation for new employee based on the list received from Line Manager
• Physically engage employee by means of assisting employee to complete Sign on pack / employment
• Contract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
• Providing an Induction training session on the Customer's conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
• Forward employee contract to the embedded HR for relevant Manager sign-off and employee filing
• Submit engagement documentation to ES processing
• Forward termination pack to Embedded HR
• When received back, check document for relevant completion and forward to Employee Services processing
• Where and when required, advise employee and Embedded HR on termination requirements and processes

Probation:

• Prepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR

Promote Best Practice & Knowledge Management:

• Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
• Builds relationships with others in the Global Shared Services by sharing business information and knowledge

Service Management:

• Responsible for standardisation of delivery to the business by supporting the Service Management Framework

Business Partner and Customer Relationships:

• Manages stakeholders by adhering to service level agreements
• Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Walk-In Centre / Contact Centre

GENERIC TASKS

• Demonstrate behaviour in line with health, safety and environmental standards
• Report to your leader about any issues you cannot address
• Demonstrate behaviour in line with the Group's values, standards and a professional workplace
• Participate as an effective team member by working collaboratively with your leader, peers and relevant others (including from other teams where relevant) to achieve business goals
• Operate in a cost effective way, within limits set by your leader
• Work within policies, processes and systems and advise your leader of any issues which impede your, or the team's performance

Qualifications

• Matric / Grade 12.
• Payroll or HR qualification (Recognition of Prior Learning will be acknowledged).

Experience

• Knowledge of SAP systems (SAP 409, SAP Fusion)
• Knowledge of a relevant query management system
• 2 – 4 years' experience of working in a HR or Payroll field

Additional Information
What we offer

• When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you'll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We're a large, successful multinational company – and we're still growing all the time.

Who we are?

• Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine, process, move and market our products to our customers around the world.

Inclusion and Diversity

• Anglo American is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential

How We Are Committed To Your Safety

• Nothing is more important to us than ensuring you return home safely after a day's work. To make that happen, we have the most rigorous safety standards in the industry. Not only that, we're also continually investing in new technologies – from drones to data analytics – that are helping to make mining safer

How To Apply

• To apply for this role, please complete our online application form. You will have the opportunity to upload your CV and other relevant documentation as part of this process.

TransUnion's Job Applicant Privacy Notice

What We'll Bring
The Batch Services team, as part of our USA Customer Engagement division, plays a pivotal role in delivering tailored Batch Credit Data Solutions to TransUnion's customers. Working closely with some of our most valued clients, the Consultant leads the relationship from a solution standpoint—

ensuring that what we deliver is not only of high quality but also genuinely impactful. Beyond delivery, the Consultant also drives internal projects and initiatives aimed at improving how we operate—constantly on the lookout for ways to enhance efficiency and elevate the customer's experience.

What You'll Bring
Key Responsibilities

• Own the end-to-end delivery of batch data solutions—from customer engagement and requirements gathering to solution configuration, validation, and fulfillment.
• Build trusted relationships with high-value customers, acting as a strategic advisor and ensuring solutions deliver measurable business value.
• Collaborate with sales, product, and technology teams to define, configure, and deliver solutions that meet both operational and strategic needs.
• Manage a portfolio of diverse solution delivery projects, balancing priorities, timelines, and stakeholder expectations.
• Guide customers through platform transitions and evolving capabilities, ensuring smooth adoption and alignment with business goals.
• Act as a subject matter expert—translating complex requirements, advising on compliance risks, and supporting internal and external stakeholders.
• Drive continuous improvement by identifying process gaps, leading internal initiatives, and contributing to operational efficiency and innovation.
• Handle escalations with professionalism, resolving issues effectively while maintaining customer confidence and protecting TransUnion's reputation.
• Operate within governance and compliance frameworks, ensuring all solution activities meet regulatory and internal standards.

Qualifications & Experience

• Bachelor's degree or equivalent experience, ideally in Financial Services, Data Analytics, Business Analysis, or a related field.
• 5+ years' experience in solution delivery, data or business analysis, product management, or software development—preferably in a regulated or compliance-heavy industry.
• Proven ability to design, deliver, and validate data-driven solutions that meet complex business needs.
• Experience interpreting large datasets and translating insights into actionable recommendations.
• Experience in translating business requirements into executable configurations and collaborating effectively with technical teams.
• Experience communicating technical concepts to both expert and non-technical audiences, adapting style to suit the context.
• Experience managing multiple priorities and projects independently in a fast-paced, evolving environment.
• Experience delivering solutions within regulatory frameworks such as consumer credit, data privacy, and data governance, understanding their impact on solution design.
• Demonstrated experience as proactive problem-solver with a strong sense of ownership, able to identify process gaps and drive improvements.

Professional Competencies

• Strong interpersonal and relationship management skills, with the ability to build trust and engage effectively with high-value customers.
• Excellent communication skills—able to tailor messaging for both technical and non-technical audiences, and present solution outcomes with clarity.
• Skilled in managing conflict and navigating complex conversations while maintaining professionalism and protecting the TransUnion brand.
• Confident leading customer engagements and cross-functional collaboration, fostering shared ownership and alignment.
• Highly adaptable—able to shift between strategic thinking and hands-on problem solving in a dynamic, fast-paced environment.
• Strong sense of accountability, attention to detail, and organizational discipline—able to manage multiple priorities with composure.
• Customer-centric and proactive, with a continuous improvement mindset and a natural curiosity to deepen expertise and drive value.

Impact You'll Make
What We Bring

• A welcoming and energetic environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.
• Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.
• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.
• We prize flexibility, continuous improvement and openness, and offer a unique opportunity to combine technology with client relations and support.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Consultant, Customer Engagement

Company Description

-Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.

The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless processes, enabled by great technology.

There are three key strategic pillars that GSS is currently aligned to and delivering towards, namely, customers, colleagues and communities.

Proactive and meaningful stakeholder engagement, which includes employees, communication and effective change management are key success factors in the GSS journey.

Job Description

-Please note that is a Fixed Term Contract role.

The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer's needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.

The incumbent is responsible for the resolution of first line HR and employee queries. Verification of information on systems and submission of payroll input documentation. Check validity of recorded submissions and escalate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for Employee Services processes mentioned below:

• Learning and Development
• Employee Data Management
• Payroll Execution

As some queries will be escalated from the ES Walk-In Centre / Contact Centre to resolvers in the Employee Data Management Teams, the incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.

Key Tasks

Service Delivery and Excellence:

• Portray a professional, customer orientated image of the GSS Employee Services organization.
• Cultivate trust within all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
• Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer
• Assist Customers in making more effective use of self-service stations and systems, products and services
• Educate and inform customers on the full range of services rendered by the Global Shared Services

Query Resolution and Case Management:

• Staff and operate the Walk In Centre / Contact Centre with regards to:
• Current employee queries
• Potential future employee queries?
• Ex-employee queries
• Management queries
• HR queries
• Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
• Respond to and investigate Customer queries and problems reported
• Escalate tier 2 type queries to resolvers in the Employee Data Management and Payroll Execution teams for remedial actions. The incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries
• Ensure correct logging of queries on the relevant systems
• Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
• Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
• Where and when required, engage with the customer/s in order to resolve outbound queries referred to the WIC by the Contact Centre

Customer Service requests:

• Respond to Customer Service requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
• Ensure accurate and methodical logging of customer requests on the relevant systems
• Printing, sealing and distribution of monthly remuneration statements/payslips

Document handling:

• Receive customer documents to be forwarded to the Employee Data Management team
• Verify documents in terms of appropriate levels of customer approval. This includes checking validity of information captured on the payroll forms, ensuring all relevant fields are completed and rejecting documents that do not comply
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
• Ensure that the correct ES forms are utilized
• Where applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to Employee Data Management team
• Batch documents as per system requirements
• Scan payroll documentation into relevant OCR scanning system (courier arrangement - this may be BU specific)
• Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5's, Retirement Fund statements, etc.

Employee Engagement and Termination

• HR approval and forwarding to the successful job applicant
• Arrange logistics for medical examination required
• Contact successful applicant and confirm when he/she must report for service
• Arrange logistics for employee's first day in service and notify necessary parties of start date
• Arrange company asset allocation for new employee based on the list received from Line Manager
• Physically engage employee by means of assisting employee to complete Sign on pack / employment
• Contract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
• Providing an Induction training session on the Customer's conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
• Forward employee contract to the embedded HR for relevant Manager sign-off and employee filing
• Submit engagement documentation to ES processing
• Forward termination pack to Embedded HR
• When received back, check document for relevant completion and forward to Employee Services processing
• Where and when required, advise employee and Embedded HR on termination requirements and processes

Probation:

• Prepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR

Promote Best Practice & Knowledge Management:

• Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
• Builds relationships with others in the Global Shared Services by sharing business information and knowledge

Service Management:

• Responsible for standardisation of delivery to the business by supporting the Service Management Framework

Business Partner and Customer Relationships:

• Manages stakeholders by adhering to service level agreements
• Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Walk-In Centre / Contact Centre

GENERIC TASKS

• Demonstrate behaviour in line with health, safety and environmental standards
• Report to your leader about any issues you cannot address
• Demonstrate behaviour in line with the Group's values, standards and a professional workplace

• Participate as an effective team member by working collaboratively with your leader, peers and relevant others (including from other teams where relevant) to achieve business goals

• Operate in a cost effective way, within limits set by your leader

• Work within policies, processes and systems and advise your leader of any issues which impede your, or the team's performance

Qualifications

• -Matric / Grade 12.
• Payroll or HR qualification (Recognition of Prior Learning will be acknowledged).

EXPERIENCE

• Knowledge of SAP systems (SAP 409, SAP Fusion)
• Knowledge of a relevant query management system
• 2 – 4 years' experience of working in a HR or Payroll field

Additional Information

-What we offer

• When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you'll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We're a large, successful multinational company – and we're still growing all the time.

Who we are?

• Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine, process, move and market our products to our customers around the world.

Inclusion and Diversity

• Anglo American is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential

How we are committed to your safety

• Nothing is more important to us than ensuring you return home safely after a day's work. To make that happen, we have the most rigorous safety standards in the industry. Not only that, we're also continually investing in new technologies – from drones to data analytics – that are helping to make mining safer

How to apply

To apply for this role, please complete our online application form. You will have the opportunity to upload your CV and other relevant documentation as part of this process.

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

Batch Implementation Analyst (Client Support Consultant)

"TransUnion is committed to finding innovative ways information can be used to help businesses and consumers make smarter decisions." Chris Cartwright

What we'll bring: Job Description Summary

A welcoming and energetic environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.

Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.

Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

We prize flexibility, continuous improvement and openness, and offer a unique opportunity to combine technology with client relations and support.

What You'll Bring:

What you'll bring : Job Description

• Bachelor degree or equivalent relevant work experience, preferably in the Financial Services industry.

• Excellent communication and interpersonal skills.

• Internal and external customer facing experience.

• Ability to translate technical and functional requirements and collaborate with technical counterparts.

• Can explain technical concepts in layman's terms to a non-technical audience.

• Strong problem solving skills and ability to act decisively in fast paced, frequently changing environment.

• High Experience of proven ability to work independently, manage simultaneous assignments and effectively prioritize workload with competing priorities.

• Familiarity working with data.

We'd love to see :

• Experience in the credit reporting, financial services or direct marketing industry is preferred.

• Excellent interpersonal and communication skills.

• ETL Knowledge.

Impact you' ll make: Additional Job Description

• Contribute to the full system lifecycle; from client and sales engagement, requirements gathering and criteria analysis, to the reviewing of the fulfillment of the solution for internal and external customers.

• The associate is needed for successful analysis of customer business requirements by assisting the technical team with developing an end to end processing solution that includes design, setup, test, delivery and documentation.

• Validate batch fulfillment system setup and output, based on requirements from the customer, which also includes direct customer communication to audit the results.

• Analyze and interpret how industry changes will affect program execution, fulfillment, and solution delivery.

Impact You'll Make:

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Sr Analyst, Customer Engagement

, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Relations team in Cape Town.

We are a young, dynamic, hyper-growth company looking for smart, young, creative, hardworking people to join us. We offer market-related benefits, a great work environment, and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

This position will report to the Customer Services Manager
Your responsibilities will include:

• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Utilisation a variety of software tools to navigate customer accounts, research, and review policies and communicate effective solutions in a fun, and fast-paced environment.
• Liaise with internal departments to solve customer queries. Strong interaction with the core Mr D Food business teams.
• Assessing any service failure to identify the root cause and take appropriate action to ensure similar failures are avoided.
• Adhoc work processing – Review and analysis of customer satisfaction ratings resulting in effective resolution management and customer engagement
• Monitoring and interacting with customers via all social media channels for Mr D Food, including resolution of complaints logged via these platforms.

Attributes required:

• Ability to clearly understand and respond appropriately to the issues on social media platforms
• Ability to demonstrate empathy towards customers issues
• Confidence in sharing information and providing feedback
• Ability to multitask as well as to prioritise task in order of importance and urgency
• Demonstrated ability to effectively complete tasks with great attention to detail
• Good working knowledge of internet browsers, MS Excel and MS Outlook
• Able to communicate with all levels of management
• Ability to read and interpret data and draw valid conclusions
• A desire to continually learn focused on solutions and self-motivated
• Excellent written and verbal communication skills
• Be collaborative, a team player, understand your actions impacts on your team
• Customer-centric, the ability to create a positive customer experience for all queries
• Action-orientated problem-solver
• Patience, endurance, and tenacity to resolve complex complaints and queries
• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
• High level of computer literacy, excellent typing, phone and computer navigation skills to navigate the Internet and internal systems
• Ability to receive constructive feedback in order to improve and develop output.
• Accountable and responsible, takes ownership regardless of whose 'problem' it is.

Qualifications and experience:

• Senior Certificate or Higher
• Minimum 12 months within the customer service experience
• Flexibility to work rotational shifts which include weekends, public holidays and night shifts.

The Environment:

• employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of being the leading eCommerce 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, it's 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 forthright but respectful
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is able to think about problems from a business perspective using technical and product input
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARDWORKING

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

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

Customer Engagement Assistant - Mrd Food - Flexi Perm

, a leading South African online retailer, is looking for a highly talented Customer Engagement Assistant to join our Customer Relations team in Cape Town.

We are a young, dynamic, hyper-growth company looking for smart, young, creative, hardworking people to join us. We offer market-related benefits, a great work environment, and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

This position will report to the Customer Services Manager

Your responsibilities will include:

• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Utilisation a variety of software tools to navigate customer accounts, research, and review policies and communicate effective solutions in a fun, and fast-paced environment.
• Liaise with internal departments to solve customer queries. Strong interaction with the core Mr D Food business teams.
• Assessing any service failure to identify the root cause and take appropriate action to ensure similar failures are avoided.
• Adhoc work processing – Review and analysis of customer satisfaction ratings resulting in effective resolution management and customer engagement
• Monitoring and interacting with customers via all social media channels for Mr D Food, including resolution of complaints logged via these platforms.

Attributes required:

• Ability to clearly understand and respond appropriately to the issues on social media platforms
• Ability to demonstrate empathy towards customers issues
• Confidence in sharing information and providing feedback
• Ability to multitask as well as to prioritise task in order of importance and urgency
• Demonstrated ability to effectively complete tasks with great attention to detail
• Good working knowledge of internet browsers, MS Excel and MS Outlook
• Able to communicate with all levels of management
• Ability to read and interpret data and draw valid conclusions
• A desire to continually learn focused on solutions and self-motivated
• Excellent written and verbal communication skills
• Be collaborative, a team player, understand your actions impacts on your team
• Customer-centric, the ability to create a positive customer experience for all queries
• Action-orientated problem-solver
• Patience, endurance, and tenacity to resolve complex complaints and queries
• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
• High level of computer literacy, excellent typing, phone and computer navigation skills to navigate the Internet and internal systems
• Ability to receive constructive feedback in order to improve and develop output.
• Accountable and responsible, takes ownership regardless of whose 'problem' it is.

Qualifications and experience:

• Senior Certificate or Higher
• Minimum 12 months within the customer service experience
• Flexibility to work rotational shifts which include weekends, public holidays and night shifts.

The Environment:

• employees are entrepreneurial and dynamic, smart, customer-centric,
  
  fun and have the shared ambition of being the leading eCommerce
  
  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, it's 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 forthright but respectful
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always
  
  looks for solutions to do something better and faster
• is able to think about problems from a business perspective using technical and product input
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARDWORKING

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

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

Dynamics of the Role

As a Client Services Analyst, you are the custodian of client and sales engagement for TransUnion working as a key contributor to the Batch Credit Services team. You will be responsible for partnering with the sales team, stakeholders and managing client relationships jointly with sales by leading the execution, accountability, optimization and proactive enhancement of Batch technical delivery. By ensuring that TransUnion's Batch data is, secure, relevant, accurate, and compliant and of high quality, you will be contributing to the long-term sustainability, growth and profitability of TransUnion's solutions. You will also be expected to partner with the management team to identify opportunities for efficiencies and risk mitigation

The Team's Focus

TransUnion works with businesses and consumers to gather, analyze, and deliver critical information needed to build strong economies around the world. We help >45,000 businesses manage risk, and 500 million consumers understand and manage credit.

To enhance the focus, we require a dedicated, driven, flexible and passionate client services analyst that can use a structured approach to deliver customer solutions that is underpinned by our technology capabilities, adhering to documented and industry best practices and complies with TransUnion's governance standards.

How You'll Contribute

Requirements Gathering & Compliance

• Collaborate with multiple teams and stakeholders to gather and review batch processing requirements.
• Ensure all batch requests comply with established rules and standards.
• Understand customer data usage to recommend appropriate products.

Training & Knowledge Application

• Apply learnings from training to solve live order issues.
• Document solutions and processes for future reference.
• Avoid repetitive queries by leveraging existing knowledge.

Communication & Collaboration

• Communicate effectively and timely with sales, customers, and internal teams using appropriate channels.
• Maintain professional communication across all interactions.
• Reach out to managers and peers when clarification is needed.
• Proactively inform stakeholders of any delays or risks.

Order Management

• Manage all orders efficiently, ensuring deadlines are met.
• Validate batch fulfillment system setup and output based on customer requirements.
• Audit results through direct customer communication.

Process Improvement & Problem Solving

• Review and optimize processes for continuous improvement.
• Gather information efficiently and recommend persuasive solutions.
• Identify risks and challenges that may impact customer experience.

Teamwork & Relationship Building

• Build strong relationships within the team.
• Learn and adopt best practices from peers.
• Manage conflicts constructively with stakeholders and team members.

Technology & Expertise

• Understand the capabilities of relevant technologies with support.
• Serve as a subject matter expert on client engagement processes.
• Support training initiatives for stakeholders and sales teams based on identified trends.

Flexibility

• Perform other related duties as assigned.

What you'll bring:

• Minimum of 5 – 10 plus years of business/industry work experience including system and process.
• Minimum of 5 – 10 years in a customer facing role and an understanding of how to support customer needs within the constraints of TU's controlled environment.
• Exceptional interpersonal and communication skills – active listening, verbal communication, written communication and presentation skills.The position requires effective communication (both written and verbal) throughout the organization as well as with external customers.
• Work creatively and analytically in a problem-solving environment
• Ability to prioritize and complete multiple tasks concurrently
• Good time management
• Effective conflict management
• Communicate effectively with team as well and internal and external customers
• Escalate issues when appropriate
• Understand and interpret requirements
• Analyze and document requirements to enable process designs.
• Follow guidelines set by compliance
• Identify opportunities for improving existing processes
• Can work independently when necessary, but also able to work within a team
• Build good working relationships with peers and cross-functional teams
• Be available over weekends and public holidays (This will be rarely be required and communicated up front)

What we offer

We aim high — and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, service, reliability and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the clients we serve. We believe in the power to achieve and are taking it in bold new directions.

Who we are

A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.

Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our clients succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We're on an exciting journey and you can be a part of it. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Position Summary
Industry:
IT & Internet

Job category:
IT and Telecommunications

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
Tracker requires the services of a Supervisor in the Customer Engagement Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

Job Description

• Ensure that telephonic requests received within the Customer Engagement Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
• Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Daily assistance with call retrieval requests if the need arise.
• Effectively managing of resources in own team to help other teams in Customer Engagement when required.
• Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
• Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
• Upkeep of administrative staff files including all policies and procedures.
• Collation and analysis of statistics on a daily / weekly and monthly basis.
• Collation and discussion of KPA's and implementation of Performance evaluation and PDP's where applicable.
• Daily spot checks to be done on agent performance through call listening and "on the job" coaching.
• Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP's.
• Daily monitoring and follow up / coaching on individual QA scores, targets, telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within department, investigate and propose possible solutions for problems.
• Continuous implementation of staff motivation through creative and innovative ideas.
• Be able to interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or Electronic communication.

Minimum Requirements

• Matric
• Minimum of 2 years Supervisory experience
• 3-4 years working experience in a Contact Centre
• Experience dealing with complex and social media complaints and queries.
• Excellent understanding of telephony monitoring systems and interpretation of reports
• Advance knowledge on the following systems required:
• CDS, CRM, Skytrax
• Financial (Willow),
• Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms)
• Aspect & Webrecall·
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skill
• Work accurately with high level of attention to detail.
• Ability to work under pressure.

Benefits:
Medical aid, Provident fund

Please note, if you are not contacted within 4 weeks consider your application unsuccessful