Customer Service 2IC: Team Lead & Operations Coach

takealotgroup; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

takealot.com, a leading South African online retailer, seeks a Customer Service 2IC in Cape Town to lead day-to-day support activities and drive KPI performance. You will allocate workload to the Product Support team and generate daily operational reports.

The role reports to the Customer Services Team Leader and requires 6–12 months of Takealot customer service experience, and flexibility for shifts, holidays, and weekends.

Qualifications

• Minimum of 6–12 months Takealot.com customer service experience.
• Minimum 6–12 months Returns experience.
• Flexibility to work rotational shifts, public holidays, weekends and flexible hours as required by the business operation.
• MS Office suite proficiency: Word basic, Excel intermediate, PowerPoint basic.

Responsibilities

• Day to day operations including 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 tasks.
• Escalating IR related concerns to Team Leaders.
• Assisting staff with coaching and skills development.
• Overseeing a team when Team Leaders are absent and during the festive season.

Skills

Customer service

Leadership

Communication

Education

NQF Level 4/Matric/Grade 12

Tools

MS Office (Word)

MS Excel

MS PowerPoint

Job description

takealot.com, a leading South African online retailer, seeks a Customer Service 2IC in Cape Town to lead day-to-day support activities and drive KPI performance. You will allocate workload to the Product Support team and generate daily operational reports.

The role reports to the Customer Services Team Leader and requires 6–12 months of Takealot customer service experience, and flexibility for shifts, holidays, and weekends.