Customer Service Deputy Team Leader

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 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.