Customer Service 2IC

**Customer Service 2IC**

<Takealot.com>, a leading South African online retailer, is looking for a highly talented Customer Service 2IC 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 allocating workload to Online Shopping Assistants, such as: response times to customers, telephony call flow distribution and escalating systemic issues
• Supplying of operational reports on a daily basis
• Assisting Team Leader with adhoc 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 festive season

**Attributes required:**

• Deliver and set an example of high level of customer service
• Responsible and Accountable
• Solutions orientated - able to analyse 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:**

• Senior Certifiacte or Higher
• Minimum of 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 - able to work rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation

**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. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.*