Customer Service 2IC – Deputy Manager

About the role

Join Superbalist, the fashion arm of Takealot.com, as a Customer Service 2IC in Cape Town. You will support the Customer Services Team Leader in managing daily operations and ensuring a high‑quality experience for online shoppers.

Key responsibilities

• Allocate workload to Online Fashion Assistants, manage response times and telephony call flow.
• Escalate systemic and IR‑related issues to the Team Leader.
• Produce daily operational reports and assist with ad‑hoc projects.
• Coach staff, handle complex queries and proactively resolve customer problems.
• Identify, review and propose solutions to recurring issues.
• Oversee the team when the Team Leader is unavailable and manage seasonal staffing.
• Work rotating shifts, including public holidays and weekends, as required.

Required profile

• Demonstrates high‑level customer service and accountability.
• Solutions‑oriented with strong analytical abilities.
• Excellent verbal and written communication.
• Leadership qualities and a collaborative mindset.
• Committed to continuous learning and empowerment of the team.

Required skills

• Microsoft Word – basic proficiency.
• Microsoft Excel – intermediate proficiency.
• Microsoft PowerPoint – basic proficiency.

What we offer

• Market‑related total remuneration package.
• Dynamic, fast‑growing e‑commerce environment.
• Opportunities for professional development and career growth.