Customer Service 2iC - TDT Tier 2

About the role

The Takealot Group is looking for a Customer Service 2iC (Second-in-Charge) to join its Tier 2 Product Support team in Cape Town. The role balances administrative oversight with hands-on team management, acting as the operational backbone of the Product Support team and supporting the Team Leader. It suits someone who enjoys a fast-paced, hyper-growth e-commerce environment and wants to step into a leadership-support function.

Key responsibilities

• Balance administrative oversight with hands-on team management, ensuring daily workflows stay efficient.
• Assist the Team Leader with logistical tasks and coach staff.
• Act as the point of contact for staff facing technical or customer-related issues that need higher-level intervention.
• Ensure data integrity by drafting daily operational reports and monitoring KPIs so the department meets its targets.
• Oversee workload distribution and maintain high productivity standards.
• Help staff resolve complex queries beyond standard customer service processes.
• Drive KPI performance across the team and identify operational bottlenecks, proposing solutions to management.
• Coach team members and support the Team Leader on ad-hoc projects.
• Manage the team during the Team Leader's absence and during high-traffic periods such as the festive season.
• Escalate sensitive industrial relations matters to the relevant leadership stakeholders.

Required profile

• A completed Matric (Grade 12/NQF Level 4) certificate is a minimum requirement.
• At least 6 to 12 months of customer service experience at Takealot.
• 6 to 12 months of specific experience in the Returns department.
• Flexibility for shift work including weekends and public holidays.

Required skills

• Solid command of MS Office: Word and intermediate Excel; PowerPoint experience is an added benefit.
• Understanding of Takealot's internal systems and customer service culture.