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