Customer Service 2IC: Lead, Coach & Optimize

Takealot Group; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

takealot.com in Cape Town is seeking a Customer Service 2IC to join our dynamic team. The role reports to the Customer Services Team Leader and involves supporting the Product Support team, generating operational reports, and driving KPI performance.

You will help coach staff, resolve complex customer issues, and oversee a team when the Team Leaders are absent, including during the festive season. Flexibility to work shifts is required in this fast-growing environment.

Qualifications

• Minimum education: NQF Level 4/Matric/Grade 12.
• 6–12 months Takealot.com customer service experience.
• Flexibility to work rotational shifts, public holidays, weekends and flexible hours.

Responsibilities

• Support and allocate workload to the Product Support team.
• Provide daily operational reports and drive KPI performance.
• Assist Team Leader with ad-hoc projects and coaching.
• Escalate IR-related concerns to Team Leaders.
• Oversee a team when Team Leaders are absent, including festive season coverage.
• Assist staff with complex queries and address customer issues proactively.

Skills

Customer service

Leadership

Communication

MS Office

Shift flexibility

Education

NQF Level 4/Matric/Grade 12

Job description

takealot.com in Cape Town is seeking a Customer Service 2IC to join our dynamic team. The role reports to the Customer Services Team Leader and involves supporting the Product Support team, generating operational reports, and driving KPI performance.

You will help coach staff, resolve complex customer issues, and oversee a team when the Team Leaders are absent, including during the festive season. Flexibility to work shifts is required in this fast-growing environment.