Customer Service Assistant - Personal Shopper

About the role

Takealot, a cornerstone of South Africa's digital economy, is seeking a Customer Service Assistant to join its Cape Town operations. The role sits between customers and internal operations, taking full ownership of the customer experience across email, telephone and live chat. It suits someone who thrives in a fast-paced, agile environment and enjoys logical problem solving.

Key responsibilities

• Resolve customer complaints by investigating the root cause and finding the most efficient path to resolution.
• Manage a high volume of inquiries across multiple channels, keeping responses accurate, timely and professional.
• Act as a liaison between internal departments to resolve complex account or delivery queries quickly.
• Monitor and assess service failures to suggest improvements and prevent recurring issues.
• Maintain a customer-centric approach, using empathy and sound judgment even under pressure.

Required profile

• Excellent verbal and written English, able to explain complex information clearly and kindly.
• Action-oriented problem solver who makes informed decisions independently.
• Genuine empathy to turn negative experiences into positive ones.
• Comfortable in a fast-paced environment where priorities shift rapidly.
• Team player who collaborates across functions.
• Retail or e-commerce experience is highly valued, though an entrepreneurial spirit is the core requirement.