Customer Service 2iC - TDT Tier 2

The Takealot Group is currently looking for a Customer Service 2iC (Second-in-Charge) to join their Tier 2 Product Support team in Cape Town. As one of the most prominent e-commerce organisations in Africa, Takealot maintains a fast-paced, high-pressure environment that demands agility, creative problem-solving, and a commitment to maintaining their standard of service. This role is perfect for a proactive individual who thrives in a "hyper-growth" setting and is ready to step into a leadership-support function.

About the role

In this capacity, you will serve as the operational backbone of the Product Support team. You will be expected to balance administrative oversight with hands-on team management. Your primary focus will be to ensure that daily workflows remain efficient, assisting the Team Leader with logistical tasks, and providing essential coaching to the staff.

Because this is a Tier 2 support environment, the role involves navigating complex escalations. You will act as the point of contact for staff when they encounter technical or customer-related hurdles that require higher-level intervention. Furthermore, you will be responsible for data integrity, which includes drafting daily operational reports and monitoring key performance indicators (KPIs) to ensure the department meets its targets.

What you’ll do

Your daily responsibilities will revolve around both people management and operational reporting. Key duties include:

• Overseeing the daily distribution of workloads and maintaining high standards of productivity.
• Assisting staff members in resolving complex queries that move beyond standard customer service processes.
• Driving KPI performance across the team to ensure consistency and service excellence.
• Identifying operational bottlenecks and proposing effective solutions to management.
• Coaching team members to improve their skills and supporting the Team Leader in ad-hoc projects.
• Managing the team during the absence of the Team Leader and maintaining oversight during high-traffic periods, such as the festive season.
• Escalating sensitive industrial relations (IR) matters to the relevant leadership stakeholders.

What they’re looking for

To be considered for this position, you need to demonstrate a blend of technical proficiency and relevant experience within the Takealot ecosystem. The company places a high premium on candidates who already understand their internal systems and customer service culture.

• **Education:** A successfully completed Matric (Grade 12/NQF Level 4) certificate is a minimum requirement.
• **Experience:** You must have at least 6 to 12 months of experience in a customer service role at Takealot, along with 6 to 12 months of specific experience in the Returns department.
• **Technical Skills:** A solid command of MS Office is required. You should be comfortable with Word, proficient in Excel (intermediate level), and any experience in PowerPoint is considered an added benefit.
• **Availability:** Due to the nature of the e-commerce industry, you must be flexible regarding shift work, which will include weekends and public holidays.

For applicants in the South African job market, roles of this nature—often referred to as Team Leads or 2iCs within the Business Process Outsourcing (BPO) and e-commerce sectors—typically offer a Total Remuneration Package (TRP) that is competitive for the retail-tech space. Because this position requires previous internal experience, it serves as a natural stepping stone for staff members looking to move into middle management or operations-focused careers. Growth in this field often leads to full Team Lead or Operations Manager positions within the e-commerce supply chain.

• Successfully completed NQF Level 4/Matric/Grade 12.
• 6-12 months Takealot.com customer service experience in related positions.
• 6-12 months Returns experience.
• Flexibility to work shifts, including public holidays and weekends.
• Basic MS Office skills - Word; Intermediate Excel; Basic PowerPoint would be advantageous.