Customer Service 2IC (Contact Centre)

About the role

The Takealot Group is seeking a Customer Service 2IC (Second-in-Charge) at its Cape Town headquarters. The role supports the Team Leaders so that the service department runs smoothly, maintains high service standards and acts as a bridge between front-line assistants and management. It suits someone ready to move into a supervisory role in a fast-paced, hyper-growth e-commerce environment.

Key responsibilities

• Manage workload allocation for Online Shopping Assistants and monitor live call flow to ensure efficiency.
• Assist with coaching and professional development of team members and act as the first point of escalation for complex issues.
• Prepare and submit daily operational reports to leadership.
• Identify systemic issues or recurring customer pain points and propose solutions.
• Help Team Leaders with ad-hoc projects and escalate Industrial Relations concerns through the proper internal channels.
• Manage the floor during Team Leader absences and help maintain stability and morale during the festive season.

Required profile

• Current internal team member with 6 to 12 months of direct customer service experience within Takealot.
• Senior Certificate or equivalent qualification.
• Ability to work rotational shifts, including weekends, public holidays and flexible hours to cover the 24/7 nature of e-commerce.

Required skills

• Intermediate Excel and basic Word and PowerPoint.
• Knowledge of the operational processes of a contact centre.