About Company
TM Pick n Pay Zimbabwe is a leading supermarket chain with a rich history of serving communities across the nation. As a joint venture between TM Supermarkets and Pick n Pay, a prominent South African retail group, we’ve grown to become a household name, synonymous with quality, value, and convenience. Our commitment extends beyond just providing groceries; we strive to enhance the shopping experience for all our customers, both in-store and through our expanding digital platforms. We believe in fostering a supportive and dynamic work environment where employees are empowered to grow, innovate, and contribute to our collective success. With a strong focus on customer satisfaction and community engagement, TM Pick n Pay is not just a place to shop or work, but a vital part of Zimbabwe’s economic and social fabric. Join our team and be part of a company that is continually evolving to meet the needs of its valued customers.
Job Description
Are you a highly empathetic and articulate individual with a passion for exceptional customer service? TM Pick n Pay Zimbabwe is seeking dedicated Remote Live Chat Order Support Specialists to join our growing e-commerce team. This is a fantastic opportunity to work from the comfort of your home, offering flexible hours that fit your lifestyle while making a real impact on our customers’ online shopping experiences. In this pivotal role, you will be the first point of contact for our online customers, providing timely and accurate support for all order-related inquiries via live chat. Your primary mission will be to ensure a seamless and positive experience, addressing questions about product availability, order status, delivery schedules, payment issues, and post-purchase concerns with professionalism and efficiency. You will be responsible for navigating our internal systems to retrieve information, process modifications, troubleshoot minor technical glitches related to the ordering process, and provide comprehensive solutions. This role requires excellent written communication skills, a keen eye for detail, and the ability to multitask effectively in a fast-paced digital environment. We are looking for individuals who are not just problem-solvers but also proactive communicators who can anticipate customer needs and offer guidance, ensuring every interaction leaves a lasting positive impression. If you thrive in a remote setting, are self-motivated, and committed to delivering top-tier customer support, we encourage you to apply and become an integral part of our digital growth journey.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat regarding online orders, products, and services.
- Assist customers with order placement, modifications, cancellations, and tracking information.
- Provide accurate information on product availability, pricing, and promotional offers.
- Troubleshoot and resolve customer issues related to payment processing, delivery discrepancies, and technical difficulties with the online platform.
- Escalate complex issues to appropriate internal departments when necessary, ensuring follow-up until resolution.
- Maintain a comprehensive understanding of TM Pick n Pay's online store policies, products, and services.
- Document all customer interactions accurately and thoroughly in the CRM system.
- Contribute to the continuous improvement of customer service processes by providing feedback and insights.
- Adhere to company guidelines and service level agreements (SLAs) for chat response times and resolution rates.
Required Skills
- Excellent written communication skills in English, with a strong grasp of grammar and spelling.
- Minimum of 6 months experience in a customer service or support role, preferably online/chat-based.
- Proficient typing speed and accuracy.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Tech-savvy with the ability to quickly learn and navigate new software and systems.
- Reliable internet connection and a dedicated, quiet workspace for remote operations.
- High level of empathy and a customer-centric mindset.
Preferred Qualifications
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Familiarity with e-commerce platforms and online retail operations.
- Ability to communicate in additional local languages (e.g., Shona, Ndebele).
- Previous experience in a remote work environment.
Perks & Benefits
- Flexible working hours to suit your schedule.
- Opportunity to work from the comfort of your home anywhere in Mashonaland West Province.
- Comprehensive virtual training and ongoing support.
- Be part of a supportive and collaborative remote team.
- Opportunity for professional growth within a leading retail company.
- Contribution to enhancing the digital shopping experience for thousands of customers.
How to Apply
If you are ready to embark on a rewarding journey with TM Pick n Pay Zimbabwe and believe you have the skills and dedication to excel in this remote role, please click on the application link below. Ensure your resume highlights your customer service experience and written communication abilities. We look forward to reviewing your application!