Customer Service Representative

MBA-Exchange.com; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading e-commerce logistics firm in Cape Town seeks a Customer Service Representative to manage customer inquiries and complaints. The role requires strong proficiency in CRM systems, attention to detail, and a minimum of two years' experience in a logistical customer service environment. You will resolve issues via various channels and ensure adherence to service level agreements. Join our mission to transform the e-commerce landscape in South Africa through innovation and commitment to excellence.

Benefits

Career growth opportunities

Inclusive company culture

Work with advanced technology

Qualifications

• Matric qualification is required.
• Preferably have qualifications in logistics or business administration.
• Minimum of 2 years experience in a customer service role within logistics.

Responsibilities

• Handle customer inquiries via phone, email, and other channels.
• Address all queries promptly.
• Meet SLAs for effective customer service.
• Prepare various reports for management.
• Resolve customer complaints in a timely manner.

Skills

CRM systems proficiency

Attention to detail

Excel skills

Critical thinking

Communication skills

Education

Matric

Additional qualifications in logistics or business administration

Tools

SAP

Job description

Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Customer Service Representative to join our team in Cape Town at Montague Gardens.

Join Our Mission at Takealot Fulfilment Solutions | We Are TFS

Revolutionising e-commerce logistics in South Africa with cutting‑edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.

Who We're Looking For:

Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.

This position will report to the Customer Service Manager: M24 Logistics.

Role Overview

In this role, you will be responsible for resolving customer queries, meeting Service Level Agreements (SLAs), compiling reports, and resolving complaints in a timely manner. Proficiency in Customer Relationship Management (CRM) systems is essential.

The Requirements for the Role are:

• Matric.
• Additional qualifications in logistics, business administration, or a related field are a plus.
• Minimum of 2 years of experience in a customer service role within a logistics environment.

Your Responsibilities Will Include:

• Efficiently handle and resolve customer inquiries via phone, email, and other communication channels.
• Ensure all queries are addressed promptly and accurately.
• Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.
• Prepare and compile various reports as requested by management.
• Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.
• Utilise CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.
• Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.
• Identify opportunities for process improvements and contribute to the development of best practices in customer service.

The Required Competencies Are:

• Order Capturing on SAP: Accurately capture and process orders on SAP, ensuring all details are correct and aligned with client expectations.
• Attention to Detail: High level of accuracy is essential to avoid processing errors and delays.
• Critical Thinking: Ability to assess situations, identify discrepancies, and apply sound judgment to resolve issues efficiently.
• Excel Proficiency: Must be confident working with multiple spreadsheets and have strong Excel skills (e.g., filtering, formulas, VLOOKUP, pivot tables).
• Thrives Under Pressure: Able to remain focused, organised, and efficient when working in high‑pressure or fast‑paced environments.
• Communication Skills: Clear and professional communication, both written and verbal, is essential when dealing with internal teams and clients.

Why Join TFS:

• Purpose‑driven impact: Transform lives through logistics innovation
• Advanced technology: Work with cutting‑edge systems in a fast‑paced environment
• Career growth: Thrive in an agile space that champions continuous improvement
• Inclusive culture: Your unique perspective drives extraordinary results

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.

More Than Just a Job, We Offer:

A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.

Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.