Customer Service Trainer

takealot; Cape Town; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a dynamic and innovative team at a leading South African online retailer as a Customer Service Trainer. This role is pivotal in shaping the onboarding and training experiences for new employees, ensuring excellence in performance and customer satisfaction. You will be responsible for creating engaging training content, delivering impactful workshops, and fostering a culture of continuous improvement. If you are passionate about customer service and have a knack for developing others, this is the perfect opportunity for you to thrive in a fast-paced environment and contribute to an extraordinary team.

Qualifications

• Minimum 18 months of customer service experience required.
• Experience in designing and facilitating classroom training is advantageous.

Responsibilities

• Manage onboarding learning journey for new employees.
• Deliver workshops and training sessions to all employees.

Skills

Typing

Data Entry

Customer Service

Basic Math

Computer Skills

Windows

Banking

Upselling

Pricing

Sanitation

Cash Handling

Stocking

Education

Senior Certificate or higher qualification in HR or Training Management

Tools

Excel

Word

PowerPoint

Job description

Customer Service Trainer

Takealot, a leading South African online retailer, is looking for a highly talented Trainer to join our Takealot team in Cape Town.

We are a young, dynamic, hyper-growth company seeking smart, creative, and hardworking individuals. We offer a great work environment and a promise that you won't be bored, as long as you are prepared for a challenge and want to build something great.

This position reports to the Training Manager.

Your responsibilities will include:

• Managing the entire onboarding learning journey for new employees to ensure performance excellence and customer satisfaction in line with business expectations.
• Maintaining technical training content, exercises, presentations, and relevant materials.
• Delivering briefs, workshops, coaching, and training sessions to all employees.
• Capturing, maintaining, and reporting all training records and administration to stakeholders.
• Monitoring and analyzing learner behavior and performance during training sessions.
• Performing post-training performance and knowledge assessments, and recommending refreshers or improvements as needed.
• Planning, preparing, and delivering training within set timelines.
• Staying updated with rapid changes within Takealot & MrD, including system and SOP updates.

Attributes required:

• Eagerness to continuously develop skills and knowledge, and to foster growth in oneself and others.
• A positive, compassionate attitude and a passion for customer service and people development.
• Solution-oriented mindset, proactive in addressing training gaps.
• Self-sufficient, proactive, and capable of managing multiple projects.
• Ability to identify opportunities for improvement and follow through on recommendations.
• A respectful, understanding approach to all interactions.
• Self-driven and motivated.
• Strong interpersonal skills.
• Ability to work effectively both independently and as part of a team.
• Confidence and ability to manage a classroom of adult learners.
• Intermediate to advanced skills in Excel, Word, and PowerPoint are advantageous.
• Ability to provide clear feedback in written and verbal form.

Qualifications:

• Senior Certificate or higher qualification in HR or Training Management.
• Excellent performance and behavior record in current role.
• Minimum 18 months of customer service experience.
• Experience in designing and facilitating classroom training in a customer service environment is advantageous.
• Proven experience in coaching, briefing, or development activities.
• Excellent oral, interpersonal, communication, and writing skills.
• Ability to operate effectively in a fast-paced, high-pressure, and ambiguous environment while maintaining high-quality outputs.
• Flexibility to work shifts and travel nationally if required.

The Environment:

• Our employees are entrepreneurial, dynamic, customer-centric, and fun. We share the ambition of making Takealot the leading e-commerce company in Africa.
• We value hard work, ownership, teamwork, and openness to feedback and new ideas.
• We prioritize results over ego and are action-oriented.
• We love what we do and what we are creating.

We seek an Extra Ordinary Mind who:

• Is forthright but respectful.
• Is an expert at doing, capable of designing and executing.
• Is analytical and data-driven.
• Is competitive, self-directed, and strives for excellence.
• Is passionate about e-commerce and delivering a world-class customer experience.
• Thrives under change, always seeking better and faster solutions.
• Can think from a business perspective, using technical and product insights.
• Is curious, challenges the status quo, and enjoys iteration.
• Is collaborative and innovative, at the forefront of new concepts.
• Thinks like a business owner, demonstrating integrity, intelligence, and hard work.

If you meet these criteria, you are an Extraordinary Mind—come and join us!

Takealot and MrD are an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.

Key Skills

Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking

Employment Type : Full Time

Experience : 1+ years

Vacancy : 1