Superbalist Customer Service 2IC

<p><strong>Customer Service 2IC - Superbalist</strong></p> <p><span style="font-weight: 400;">Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service 2IC to join our team in Cape Town.</span></p> <p><span style="font-weight: 400;">We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great</span></p> <p><span style="font-weight: 400;">The position reports to the</span><strong>&nbsp;Superbalist Customer Services Team Leader</strong></p> <p><strong>Your responsibilities will include:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Day to day operations which include but are not limited to allocating workload to Online Fashion Assistants, such as: response times to customers, telephony call flow distribution and escalating systemic issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Supplying of operational reports on a daily basis</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Assisting Team Leader with adhoc project related tasks</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Escalating IR Related Concerns to Team Leaders.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Assisting the Team Leaders in terms of coaching and skills development</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Assisting staff members with complex queries</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proactively identify, address and resolve customer issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Oversee a team of individuals when Team Leaders are not available as well as managing a team during festive season</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexibility to work shifts - able to work rotating shifts, Public Holidays, weekends and flexible hours as required by the business operation</span></li> </ul> <p><span style="font-weight: 400;">&nbsp;</span></p> <p><strong>Attributes required:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Deliver and set an example of high level of customer service</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Responsible and Accountable</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Solutions orientated - able to analyse a situation and find solutions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Passionate about team-work</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent verbal and written communication skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Leadership skills – display the qualities of a leader and set a good example</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Committed to continuous learning</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Receptive to a collaborative management approach</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Empowering within team and structure</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer centric</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proactive</span></li> </ul> <p><strong>Qualifications and experience:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Senior Certificate or Higher</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Minimum of 12 - 18 months customer service experience in related positions.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">MS Office suite - Word – basic; Excel – intermediate; and PowerPoint basic would be advantageous&nbsp;</span></li> </ul> <p><strong>The Environment</strong><span style="font-weight: 400;">:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">We are short on ego and high on output.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">We are doers and not only thinkers, it’s all in the execution after all.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">We love what we do and what we are creating.</span></li> </ul> <p><span style="font-weight: 400;">We seek to Employ an </span><strong>Extraordinary Mind </strong><span style="font-weight: 400;">who</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">is forthright but respectful</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is an expert at doing, who can not only design but also execute</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is analytical, able to use data to make decisions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is passionate about the potential of e-commerce and delivering a world-class customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is able to think about problems from a business perspective using technical and product input</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is curious and challenge the status quo</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is innovative and enjoys iteration</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is collaborative</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">will be at the cutting edge of developing new concepts for takealot.com.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">thinks like an owner of the business.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">is SMART, has INTEGRITY and is HARDWORKING</span></li> </ul> <p><em><span style="font-weight: 400;">Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.</span></em></p>