Customer Service 2IC - Team Lead & KPI Driver (Cape Town)

takealot.com; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

takealot.com, a leading South African online retailer, is seeking a highly talented Customer Service 2IC to join our team in Cape Town. The role reports to the Customer Services Team Leader and focuses on maintaining excellent customer service standards.

You will manage daily operations, support the Product Support team, prepare operational reports, drive KPI performance, and assist with ad-hoc projects while coaching and developing staff.

Qualifications

• Successfully completed NQF Level 4/Matric/Grade 12.
• Minimum of 6-12 months Takealot.com customer service experience in related positions.
• Minimum 6–12 months Returns experience.
• Flexibility to work shifts - rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation.
• MS Office suite - Word basic; Excel intermediate; and PowerPoint basic advantageous.

Responsibilities

• Day to day operations which include but are not limited to supporting and allocating workload to the Product Support team.
• Supplying of operational reports on a daily basis.
• Driving KPI Performance.
• Assisting Team Leader with ad-hoc 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.
• Oversee a team when Team Leaders are absent and manage during the festive season.

Skills

Leadership

Communication

Teamwork

Problem solving

Customer focus

Analytical

Proactive

Education

NQF Level 4/Matric/Grade 12

Tools

MS Office - Word

MS Office - Excel

MS Office - PowerPoint

Job description

takealot.com, a leading South African online retailer, is seeking a highly talented Customer Service 2IC to join our team in Cape Town. The role reports to the Customer Services Team Leader and focuses on maintaining excellent customer service standards.

You will manage daily operations, support the Product Support team, prepare operational reports, drive KPI performance, and assist with ad-hoc projects while coaching and developing staff.