Customer Service 2IC

Takealot Group; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Takealot.com, a leading South African online retailer, is seeking a Customer Service 2IC in Cape Town to support the Team Leader and drive service excellence. You will manage workloads, coach staff, and ensure swift problem resolution in a fast-paced environment.

The role involves reporting to the Customer Services Team Leader, coordinating daily operations, and maintaining high standards of customer engagement.

Qualifications

• Senior Certificate or Higher
• 6–12 months Takealot.com customer service experience in related positions
• MS Office suite - Word basic; Excel intermediate; and PowerPoint basic would be advantageous
• Flexibility to work shifts - rotational shifts, public holidays, weekends and flexible hours as required by the business operation

Responsibilities

• Allocate workload to Online Shopping Assistants and manage response times and call flow.
• Provide daily operational reports.
• Assist Team Leader with ad hoc projects and tasks.
• Escalate IR-related concerns to Team Leaders.
• Coach and develop team members; assist with complex queries.
• Identify issues and propose solutions for day-to-day operations.
• Oversee a team when Team Leaders are absent and during peak periods.

Skills

Customer service

Leadership

Communication

Teamwork

Problem solving

Analytical thinking

Proactive

Data-driven decisions

Education

Senior Certificate or Higher

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Takealot.com , a leading South African online retailer, is looking for a highly talented Customer Service 2IC join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, 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

The position reports to the Customer Services Team Leader

Your responsibilities will include

• Day to day operations which include but are not limited to allocating workload to Online Shopping Assistants, such as: response times to customers, telephony call flow distribution and escalating systemic issues
• Supplying of operational reports on a daily basis
• Assisting Team Leader with adhoc project related tasks
• Escalating IR Related Concerns to Team Leaders.
• Assisting the Team Leaders in terms of coaching and skills development
• Assisting staff members with complex queries
• Pro-actively identify, address and resolve customer issues
• Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties
• Would be required to oversee a team of individuals when Team Leaders are absent as well as managing a team during festive season

Attributes required

• Deliver and set an example of high level of customer service
• Responsible and Accountable
• Solutions orientated - able to analyse a situation and find solutions
• Passionate about team-work
• Excellent verbal and written communication skills
• Leadership skills – display the qualities of a leader and set a good example
• Committed to continuous learning
• Empowering within team and structure
• Customer centric
• Proactive

Qualifications and experience

• Senior Certifiacte or Higher
• Minimum of 6-12 months Takealot.com customer service experience in related positions
• MS Office suite - Word – basic; Excel – intermediate; and PowerPoint basic would be advantageous
• Flexibility to work shifts - able to work rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation

The Environment

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce 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 takealot.com.
• 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.