Summary: This role is responsible for managing inbound customer communication primarily through Respond.io, including WhatsApp Business, web chat, and social channels. The role involves direct customer service, order quoting, sales follow-ups, and maintaining strong digital communication standards. Occasional support will also be provided to the Takealot and Amazon sales platforms, ensuring flexibility and teamwork across the Online Sales Department.
Reports to: Sales Supervisor (Online)
Location: Stikland, Cape Town
Schedule: Monday – Friday, 08:00–16:30
Salary: Market related and commensurate with experience
Responsibilities
Customer Communication – Respond.io
- Manage all inbound messages via WhatsApp, website chat, and social platforms using Respond.io.
- Respond to clients professionally, efficiently, and in alignment with the company’s brand voice.
- Issue quotes, images, product links, voice notes, and invoices directly through chat when required.
- Follow up with clients who have not completed their purchases.
- Record and tag all interactions accurately for reporting purposes.
- Escalate complex or unresolved queries to relevant departments.
- Ensure no chat or customer lead is left unattended.
Sales Support – General
- Create and send quotes and invoices based on Respond.io conversations.
- Organize delivery or courier once sales are confirmed.
- Provide tracking details, tax invoices, and post-sale confirmations.
- Follow up with customers post-sale to ensure satisfaction and encourage repeat business.
- Assist the Online Sales Supervisor with sales data, follow-up lists, or sales reports.
Platform Support – Takealot & Amazon (Occasional)
- Assist with basic Takealot and Amazon operations when required.
- Help with stock listings, order processing, and return coordination during peak or leave periods.
- Monitor and assist with support tickets on these platforms when delegated.
Administration & Team Support
- Respond to sales leads via email, phone, WhatsApp, and Respond.io professionally.
- Log all orders and quotes accurately.
- Assist team members with admin or sales overflow when required.
- Participate in team meetings, updates, and training sessions.
- Maintain clear records and accurate documentation of all customer interactions.
Requirements
- At least 1–2 years’ experience in customer service or online sales support.
- Experience with Respond.io or similar CRM/chat management platforms.
- Exposure to Takealot, Amazon, or e-commerce backends is advantageous.
- Excellent written and verbal communication skills.
- Strong working knowledge of MS Office/Google Workspace.
- Knowledge of catering/hospitality equipment is a plus but not essential.
Competencies
- Friendly, engaging, and professional communication style.
- Strong attention to detail and follow-through.
- Highly organised and self-motivated.
- Comfortable with fast-paced digital customer interactions.
- Calm under pressure and solution-focused.
- Tech-savvy with a willingness to learn new systems.
- Collaborative and team-oriented mindset.
If you meet the above requirements and are eager to be part of a dynamic online sales team, we invite you to apply.