Customer Service 2iC - TDT Tier 2

Customer Service 2IC

takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service 2IC to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, 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

The position reports to the Customer Services Team Leader

Your responsibilities will include:

• 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

• Would be required to oversee a team of individuals when Team Leaders are absent as well as managing a team during the festive season

Attributes required:

• Deliver and set an example of high level of customer service

• Responsible and Accountable

• Solutions orientated - able to analyze a situation and find solutions

• Passionate about team-work

• Excellent verbal and written communication skills

• Leadership skills – display the qualities of a leader and set a good example

• Committed to continuous learning

• Receptive to a collaborative management approach

• Empowering within team and structure

• Customer-centric

• Proactive

Qualifications and experience

• 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 - able to work rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation

• MS Office suite - Word – basic; Excel – intermediate; and PowerPoint basic would be advantageous

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.

• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.

• We are short on ego and high on output.

• We are doers and not only thinkers, it’s all in the execution after all.

• We love what we do and what we are creating.

• We seek to Employ an Extra Ordinary Mind who

• is forthright but respectful

• is an expert at doing, who can not only design but also execute

• is analytical, able to use data to make decisions

• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours

• is passionate about the potential of e-commerce and delivering a world-class customer experience

• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster

• is able to think about problems from a business perspective using technical and product input

• is curious and challenge the status quo

• is innovative and enjoys iteration

• is collaborative

• will be at the cutting edge of developing new concepts for takealot.com.

• thinks like an owner of the business.

• is SMART, has INTEGRITY and is HARDWORKING

• If you meet the above you are an Extraordinary Mind so come and join us!

• Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply