About Company
TM Pick n Pay Zimbabwe is a prominent and widely recognized supermarket chain, a cornerstone of the Zimbabwean retail landscape. As part of the Meikles Group, we are dedicated to providing an extensive range of quality groceries, fresh produce, and household essentials to communities across the nation. Our unwavering commitment to customer satisfaction, coupled with significant investment in community development, has enabled us to grow into a household name. In response to evolving consumer needs, we have successfully expanded our services to include a robust online shopping platform, bringing convenience and choice directly to our customers’ homes. We pride ourselves on fostering a dynamic and inclusive work environment where employees are encouraged to grow, innovate, and contribute to our overarching mission of delivering excellence in every interaction. Join a team that values service, quality, and progress.
Job Description
Are you a proactive problem-solver with a passion for delivering exceptional customer experiences? TM Pick n Pay Zimbabwe is seeking a highly motivated and empathetic Remote E-commerce Customer Success Agent to join our growing online team. This pivotal role is designed for individuals who thrive in a remote work setting and can manage flexible schedules while ensuring our online shoppers receive unparalleled support and satisfaction. You will be the primary point of contact for customers utilizing our e-commerce platform, handling a diverse range of inquiries, resolving issues efficiently, and providing comprehensive support from the moment they browse to successful delivery. This role goes beyond transactional support; it’s about building lasting relationships, understanding customer needs, and proactively contributing to a seamless and positive online shopping journey. If you are tech-savvy, possess outstanding communication skills, and are eager to make a tangible impact on customer loyalty and brand reputation, we encourage you to apply. Your ability to independently manage your workload, coupled with a genuine desire to delight customers, will be key to your success in this fast-paced and rewarding e-commerce environment.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and phone regarding orders, products, delivery, and website navigation.
- Proactively resolve customer issues, including order modifications, delivery discrepancies, payment problems, and product concerns, escalating complex cases when necessary.
- Provide detailed and accurate information about products, promotions, and services offered on the TM Pick n Pay e-commerce platform.
- Assist customers with the online shopping process, account management, and troubleshooting minor technical issues related to the website or mobile app.
- Collect and relay customer feedback to relevant internal teams to help improve products, services, and the overall online shopping experience.
- Maintain accurate and detailed records of all customer interactions and resolutions within the CRM system.
- Identify opportunities to enhance customer satisfaction and foster loyalty through personalized service and effective solutions.
- Stay informed about new products, policies, and system updates to provide up-to-date information to customers.
- Adhere to all company guidelines and service level agreements to ensure consistent and high-quality customer support.
Required Skills
- Proven experience in customer service or a client-facing role, preferably in an e-commerce or retail environment (minimum 1 year).
- Exceptional verbal and written communication skills in English, with clarity and empathy.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Excellent active listening skills to understand customer needs and concerns fully.
- Proficiency in using CRM software and common office productivity tools (e.g., Google Workspace, Microsoft Office).
- Tech-savviness and comfort with navigating e-commerce platforms and online systems.
- Ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
- High level of empathy and patience, with a genuine desire to help customers.
- Reliable internet connection and a conducive home office environment.
Preferred Qualifications
- A Bachelor's degree or Diploma in Business Administration, Marketing, Communications, or a related field.
- Previous experience working in a remote or virtual customer support role.
- Familiarity with the Zimbabwean retail market and consumer preferences.
- Ability to communicate effectively in local languages such as Shona or Ndebele.
- Experience with online grocery or perishable goods delivery platforms.
Perks & Benefits
- Competitive monthly salary commensurate with experience and skill.
- The flexibility and convenience of working from home.
- Opportunity to set flexible schedules that accommodate personal commitments.
- Comprehensive training and continuous professional development opportunities.
- Employee discounts on TM Pick n Pay products.
- A supportive and collaborative team environment.
- Direct contribution to the growth and success of a leading national retailer's e-commerce presence.
- Access to modern communication and customer service tools.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your customer service experience, remote work capabilities, and any specific experience in the e-commerce or retail sectors. We look forward to reviewing your application and potentially welcoming you to our dedicated team!