Customer Service Trainer

Customer Service Trainer

takealot.com, a leading South African online retailer, is looking for a highly talented Trainer to join our Takealot team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, young, creative, hard working people to join us. We offer 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.

This position reports to the Training Manager

Your responsibilities will include:

• Responsible for all new joiner learning journey with the aim to uphold performance excellence and at all times set learners up to achieve customer satisfaction results in line with business expectations
• Maintain technical training content, exercises, presentations, and any other relevant materials
• Deliver briefs, workshops, coaching and training sessions to all employees
• Responsible for capturing and maintaining all training records, administration and reporting to stakeholders
• Review, analyse and manage learner behaviour and performance during training sessions
• Perform post-training performance and knowledge analysis and make recommendations where refreshers and improvements will be required
• Work according to strict planning, preparation, training outcomes and delivery timelines
• Stay abreast with rapid changes within Takealot & MrD which include system and SOP updates

Attributes required:

• Eagerness to continuously enhance skills, knowledge and growth of self and others
• Positive, compassionate attitude and a passion for customer service and the development of people
• Solution driven to not only plan ahead but to solve any training, process and learning gaps
• Self-sufficient, self-starter that loves initiating  and owning various projects
• Ability to identify opportunities for improvement and follow through where recommendations for improvement have been made.
• Seek to understand approach to all encounters
• Must be self driven and motivated
• Strong interpersonal skills 
• Ability to work as an effective team member as well as independently  
• A strong “stage presence” and ability to manage a classroom of adult learners                    
• Intermediate to advanced excel, word and powerpoint skills advantageous                                                                
• Ability to compile feedback in written/verbal for feedback purposes 

Qualifications:

• Senior Certificate or Higher qualification in HR/Training management 
• Great performance and behaviour track record within your current role 
• 18+ months customer service experience
• Experience in design and facilitation of classroom training in a Customer Service environment would be advantageous
• Proven record and/or evidence of coaching, briefing or any development activities completed 
• Excellent oral presentation , interpersonal communication, and writing skills.
• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
• Flexibility to work shifts and travel nationally if/when required

The Environment:

• 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.
• 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.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

• is forthright but respectful
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is able to think about problems from a business perspective using technical and product input
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com.
• thinks like an owner of the business.
• is SMART, has INTEGRITY and is HARDWORKING

If you meet the above you are an Extraordinary Mind so come and join us! 

Takealot and MrD are an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.