Customer Service Representative

Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Customer Service Representative to join our team in Cape Town at Montague Gardens.

Join Our Mission at Takealot Fulfilment Solutions | We Are TFS

Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.

Who We're Looking For:

Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.

This position will report to the Customer Service Manager: M24 Logistics.

Role overview
In this role, you will be responsible for resolving customer queries, meeting Service Level Agreements (SLAs), compiling reports, and resolving complaints in a timely manner. Proficiency in Customer Relationship Management (CRM) systems isessential.

The requirements for the role are:

● Matric.
● Additional qualifications in logistics, business administration, or a related field are a plus.
● Minimum of 2 years of experience in a customer service role within a logistics environment.

Your responsibilities will include:

● Efficiently handle and resolve customer inquiries via phone, email, and other communication channels.
● Ensure all queries are addressed promptly and accurately.
● Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.
● Prepare and compile various reports as requested by management.
● Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.
● Utilise CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.
● Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.
● Identify opportunities for process improvements and contribute to the development of best practices in customer service.

The required competencies are:

● Order Capturing on SAP: Accurately capture and process orders on SAP, ensuring all details are correct and aligned with client expectations.
● Attention to Detail: High level of accuracy is essential to avoid processing errors and delays.
● Critical Thinking: Ability to assess situations, identify discrepancies, and apply sound judgment to resolve issues efficiently.
● Excel Proficiency: Must be confident working with multiple spreadsheets and have strong Excel skills (e.g., filtering, formulas, VLOOKUP, pivot tables).
● Thrives Under Pressure: Able to remain focused, organised, and efficient when working in high-pressure or fast-paced environments.
● Communication Skills: Clear and professional communication, both written and verbal, is essential when dealing with internal teams and clients.

Be part of the extraordinary. Be part of TFS. 

Why Join TFS:

• Purpose-driven impact: Transform lives through logistics innovation
• Advanced technology: Work with cutting-edge systems in a fast-paced environment
• Career growth: Thrive in an agile space that champions continuous improvement
• Inclusive culture: Your unique perspective drives extraordinary results

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. 

More than just a job, we offer: 

A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.