HR Business Partner Jobs in Cape Town.
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Customer Service Manager
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Customer Service Manager
Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service Manager to join our 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 market related benefits, 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.
The position reports to the Customer Service Operations Manager
Your responsibilities will include:
Purpose of the Role
- Lead a high-performing, customer-obsessed team to deliver world-class support across channels, driving CSAT/NPS, First Contact Resolution (FCR), and resolution time while reducing recontact and backlog
- Coach and develop Team Leaders to raise quality, productivity, and engagement; coach the coaches.
- Own operational excellence, incident management, and continuous improvement to remove root causes across consumer, courier/driver, and merchant journeys.
- Use data to set strategy, prioritise improvements, and communicate performance and plans to stakeholders.
Key Responsibilities
People Leadership & Culture
- Lead, coach, and develop Team Leaders through weekly one-on-ones, performance reviews, and development plans.
- Set clear goals and standards; recognise top performance; manage underperformance with structured performance improvement plans.
- Oversee hiring, onboarding, certification, cross-skilling, and succession; ensure HR compliance such as leave and attendance.
- Foster an inclusive, high-trust, and high-accountability culture centered on customer empathy and ownership.
Customer Experience & Quality
- Own the quality framework including QA rubric, calibration cadence, evaluation targets, coaching standards, and action plans.
- Set and manage channel standards for FCR, SLAs, backlog, recontact rate, complaint rate, and social response and resolution.
- Ensure Team Leaders conduct regular monitoring across calls, chats, and emails, and provide feedback, coaching, and reporting.
Process Improvement & Voice of Customer (VoC)
- Run a continuous improvement pipeline by identifying key drivers of contact, defect leakage, and customer effort, and prioritising solutions.
- Translate insights into product and process improvements and track measurable impact such as contact reduction and CSAT improvement.
- Standardise SOPs across teams to ensure clarity and consistency in execution.
Cross-Functional Leadership
- Partner with Operations, Logistics, Merchant/Restaurant Operations, Courier/Driver Operations, Product, Risk/Fraud, Finance, Legal, and Communications to improve end-to-end journeys.
- Represent Customer Service in business reviews, align on priorities, and advocate for customer-focused decisions.
Tools, Data & Reporting
- Govern the operational use of CRM, ticketing systems, telephony platforms, QA tools, workforce management systems, knowledge bases, and reporting tools.
- Define metrics and dashboards; ensure accurate and timely reporting by Team Leaders with clear action plans.
- Promote data-driven decision-making and analytical capability within teams.
Compliance, Risk & Safety
- Ensure adherence to company policies, data privacy regulations, and audit requirements.
- Govern the safe handling of sensitive and payment data; escalate incidents according to protocol.
- Establish service recovery and compensation guidelines and partner with Risk teams to prevent fraud and abuse.
Governance & Communication
- Maintain a structured operating cadence including daily stand-ups, weekly operational reviews, monthly business reviews, QA calibrations, and training sessions.
- Communicate priorities, updates, and performance outcomes clearly, maintaining documentation and change logs.
Output
- High-performing and engaged Team Leaders with defined goals and development plans.
- Consistent achievement of SLA targets, reduced complaints, and improved resolution rates.
- Measurable improvements in CSAT and reduced contact rates through actionable process and product changes.
- Enhanced end-to-end customer journeys through aligned cross-functional initiatives.
- Accurate and timely reporting with clear insights and actions.
- Established safeguards for sensitive data handling and incident management.
- Well-maintained documentation, SOPs, and change logs.
Minimum Required Competencies
- Leadership and coaching with the ability to mentor Team Leaders and manage performance.
- Strong interpersonal communication with internal and cross-functional stakeholders.
- Strategic planning and prioritisation of operational improvements.
- Data-driven decision-making with strong analytical skills.
- Customer-centric mindset focused on quality and experience.
- Problem-solving with the ability to identify root causes and implement sustainable solutions.
- Adaptability in a fast-paced and changing environment.
Skills, Knowledge & Abilities
- Leadership and people management.
- Analytical expertise.Operational excellence.
- Proficiency with relevant technology and tools.
- Familiarity with customer service metrics such as FCR, SLAs, and CSAT.
- Ability to collaborate effectively across teams and stakeholders.Experience leading change management and cross-functional initiatives.
- Understanding of cross-functional operations including Logistics, Product, Risk, and Finance.
Qualifications and Experience:
- Diploma or Advanced Certificate.
- 3 to 5 years’ experience as a manager in a customer service environment.
- Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
- Experience in working in an e-commerce or technology company is a plus
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, it's 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 is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
Ready to apply?
Apply to takealot.com
Customer Service Manager
Share this job
Customer Service Manager
Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service Manager to join our 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 market related benefits, 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.
The position reports to the Customer Service Operations Manager
Your responsibilities will include:
Purpose of the Role
- Lead a high-performing, customer-obsessed team to deliver world-class support across channels, driving CSAT/NPS, First Contact Resolution (FCR), and resolution time while reducing recontact and backlog
- Coach and develop Team Leaders to raise quality, productivity, and engagement; coach the coaches.
- Own operational excellence, incident management, and continuous improvement to remove root causes across consumer, courier/driver, and merchant journeys.
- Use data to set strategy, prioritise improvements, and communicate performance and plans to stakeholders.
Key Responsibilities
People Leadership & Culture
- Lead, coach, and develop Team Leaders through weekly one-on-ones, performance reviews, and development plans.
- Set clear goals and standards; recognise top performance; manage underperformance with structured performance improvement plans.
- Oversee hiring, onboarding, certification, cross-skilling, and succession; ensure HR compliance such as leave and attendance.
- Foster an inclusive, high-trust, and high-accountability culture centered on customer empathy and ownership.
Customer Experience & Quality
- Own the quality framework including QA rubric, calibration cadence, evaluation targets, coaching standards, and action plans.
- Set and manage channel standards for FCR, SLAs, backlog, recontact rate, complaint rate, and social response and resolution.
- Ensure Team Leaders conduct regular monitoring across calls, chats, and emails, and provide feedback, coaching, and reporting.
Process Improvement & Voice of Customer (VoC)
- Run a continuous improvement pipeline by identifying key drivers of contact, defect leakage, and customer effort, and prioritising solutions.
- Translate insights into product and process improvements and track measurable impact such as contact reduction and CSAT improvement.
- Standardise SOPs across teams to ensure clarity and consistency in execution.
Cross-Functional Leadership
- Partner with Operations, Logistics, Merchant/Restaurant Operations, Courier/Driver Operations, Product, Risk/Fraud, Finance, Legal, and Communications to improve end-to-end journeys.
- Represent Customer Service in business reviews, align on priorities, and advocate for customer-focused decisions.
Tools, Data & Reporting
- Govern the operational use of CRM, ticketing systems, telephony platforms, QA tools, workforce management systems, knowledge bases, and reporting tools.
- Define metrics and dashboards; ensure accurate and timely reporting by Team Leaders with clear action plans.
- Promote data-driven decision-making and analytical capability within teams.
Compliance, Risk & Safety
- Ensure adherence to company policies, data privacy regulations, and audit requirements.
- Govern the safe handling of sensitive and payment data; escalate incidents according to protocol.
- Establish service recovery and compensation guidelines and partner with Risk teams to prevent fraud and abuse.
Governance & Communication
- Maintain a structured operating cadence including daily stand-ups, weekly operational reviews, monthly business reviews, QA calibrations, and training sessions.
- Communicate priorities, updates, and performance outcomes clearly, maintaining documentation and change logs.
Output
- High-performing and engaged Team Leaders with defined goals and development plans.
- Consistent achievement of SLA targets, reduced complaints, and improved resolution rates.
- Measurable improvements in CSAT and reduced contact rates through actionable process and product changes.
- Enhanced end-to-end customer journeys through aligned cross-functional initiatives.
- Accurate and timely reporting with clear insights and actions.
- Established safeguards for sensitive data handling and incident management.
- Well-maintained documentation, SOPs, and change logs.
Minimum Required Competencies
- Leadership and coaching with the ability to mentor Team Leaders and manage performance.
- Strong interpersonal communication with internal and cross-functional stakeholders.
- Strategic planning and prioritisation of operational improvements.
- Data-driven decision-making with strong analytical skills.
- Customer-centric mindset focused on quality and experience.
- Problem-solving with the ability to identify root causes and implement sustainable solutions.
- Adaptability in a fast-paced and changing environment.
Skills, Knowledge & Abilities
- Leadership and people management.
- Analytical expertise.Operational excellence.
- Proficiency with relevant technology and tools.
- Familiarity with customer service metrics such as FCR, SLAs, and CSAT.
- Ability to collaborate effectively across teams and stakeholders.Experience leading change management and cross-functional initiatives.
- Understanding of cross-functional operations including Logistics, Product, Risk, and Finance.
Qualifications and Experience:
- Diploma or Advanced Certificate.
- 3 to 5 years’ experience as a manager in a customer service environment.
- Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
- Experience in working in an e-commerce or technology company is a plus
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, it's 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 is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
Ready to apply?
Apply to Takealot Group
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers.
dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.
We’re looking for an Insights Analyst Associate to join us on a permanent basis.
This is a great opportunity for someone at the beginning of their career who is eager to learn, develop, and gain experience in retail insights. You’ll work closely with experienced colleagues and receive strong support and training to help you succeed.
What You’ll Do
- Partner with senior team members to turn data into meaningful insights and recommendations for clients.
- Use internal tools to help build compelling presentations and data-driven stories that support client decision-making.
- Support the management of a small portfolio of clients within assigned categories, with guidance from the team.
- Assist in identifying trends and patterns in retail data to uncover opportunities.
- Collaborate with colleagues across Insights and Client Success to deliver high-quality outputs.
- Help develop client briefs and presentation materials.
- Participate in training and development opportunities to build skills and confidence.
What You’ll Bring
- A bachelor’s degree (in any discipline).
- A strong interest in retail, FMCG, or data-driven decision-making.
- Curiosity, attention to detail, and a willingness to learn.
- A proactive, positive attitude with strong communication and collaboration skills.
You don’t need prior industry experience — we’re looking for potential rather than polish. If you’re passionate about using data to make an impact and are keen to grow a career in insights, we’d love to hear from you.
What you can expect from us
We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.
You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.
And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)
Ready to apply?
Apply to dunnhumby
Within AKQA (part of WPP), Data & Analytics is one of the fastest growing disciplines that is integral to delivering value for our clients and positive impact for their customers. As part of a multi-disciplinary approach to problem solving our team provide a wide range of capabilities including user experience (UX) analytics, consumer research, and applied data science. Our clients are building the future of their business and, more than ever, data is at the heart of making this future a reality.
As a Senior Analyst at AKQA, you should be passionate about using data to derive insights and provide optimization recommendations that create better connections with consumers. You will be responsible for defining measurement and testing frameworks to business results for our clients.
At AKQA you will have access to world-renowned thought leadership from influential authors, athletes, artists and entrepreneurs. You will work in an environment which fosters a meritocratic culture and encourages ownership, and you will be surrounded by some of the brightest minds in their fields.
ROLE REQUIREMENTS
- Experience in digital analytics, UX/funnel optimisation, and A/B testing.
- Knowledge and mastery of relevant analytics systems and data sources such as: web analytics (Google Analytics), funnel / flow analysis (Content Square), CRM, Survey (Usabilia), BI tools (Tableau, PowerBI), other 3rdparty sources, etc.
- Ability to connect a client’s business goals to a complete measurement plan that defines the metrics, systems, and methodologies needed to meet those objectives.
- Strong background in data analysis and insight generation, using statistically sound analytical techniques to provide robust descriptive data sets that inform, shape, and defend a business/brand/experience strategy.
- Highly developed communication and story-telling skills, to be able to connect those insights in a way that tells a clear story and leads to clear action – across a variety of formats (reports, presentations, interactive dashboards).
- Experience in designing a detailed tracking strategy and ensuring rich data capture, as part of tag management (GTM), QA, and implementation guidance to dev team/partners.
- Familiarity with creating strategic testing frameworks, learning agendas and associated tools and methodologies, like using Google Optimise and analysing statistical significance.
QUALITIES AND CHARACTERISTICS
- Proactive mindset, able to execute a hypothesis-driven, data-first approach with light guidance from an Analytics Manager
- Skilled storyteller, able to effectively communicate analysis, identify key takeaways, and quantify opportunities.
- Team player, able to integrate into a project and team environment as a thought leader, seamlessly connecting analytics to actionable strategic goals.
Explore our extensive range of benefits here.
We believe great work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach including required in-office days. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
AKQA is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
About WPP
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
Ready to apply?
Apply to AKQA
About us:
BVNK is a next-generation payments platform for global businesses. We bridge the gap between traditional and digital finance to make payments borderless, instant, and secure. Using the BVNK platform, businesses can send and receive payments on all major schemes and blockchain networks, incorporate stablecoins into their payment flows, and settle funds in over 30 markets.
We are a diverse team spread across the UK, Europe, South Africa and APAC, with a shared belief that in the next five years all payment flows will interact with crypto, and BVNK will be at the forefront of this shift. We recently raised 40m in series A funding, and we're looking for smart, ambitious people to help us build the next generation of payments.
We're incredibly honored to have made Newsweek's list of the top 100 Global Most Loved Workplaces 2 years running in 2023 and 2024.
We're hiring for a People Operations Coordinator reporting to the Head Of People and Talent. This is an opportunity to join a highly motivated and energetic team that's backed by world class investors, going after a new market.
If you are an individual who enjoys working in a fast paced energetic environment, solving real world problems, who is motivated by results and growth then BVNK could be a great fit for you.
About this role in the team:
BVNK is looking for a highly personable, dedicated, and self-motivated People Operations Coordinator to join our People Team. Reporting directly to the Senior People Partner, you will be the organisational powerhouse responsible for the efficient administration of our employee operations and the smooth running of our Cape Town, South Africa office.
This pivotal role sits at the intersection of our People function and the workplace experience. You will manage the administrative foundation of the full employee lifecycle (from onboarding through departure) and serve as the essential hub for office management and facilities coordination. We’re looking for someone with a proactive approach who can support our employee community, strengthen our operational efficiency, and collaborate effectively across multiple internal teams and stakeholders.
As the People Operations Coordinator, you will have a direct impact on the day-to-day health and growth of our employees and the workplace environment as we enter our next phase of expansion. Our ideal candidate is passionate about operational excellence, data integrity, and takes the initiative to continuously improve processes.
Key Areas of Responsibilities:
People Operations
- Employee Lifecycle Administration: Manage the administrative processes for the employee journey, including accurately tracking and updating our HRIS (Human Resources Information System) and ATS (Applicant Tracking System) for new hires, role changes, and departures.
- Data Integrity & Reporting: Ensure all people data across systems is correctly uploaded and maintained. Generate and distribute routine reports and metrics to support People Team activities.
- Process Efficiency & Automation: Proactively identify areas for operational improvement, with a focus on leveraging system capabilities, automation, and AI tools to streamline administrative processes and eliminate manual effort.
- System Administration: Serve as the primary administrator for the HRIS and ATS platforms, managing user access and acting as the initial point of contact for system-related queries and basic troubleshooting.
- Confidentiality & Compliance: Strictly adhere to protocols for data protection and confidentiality when handling employee information within the HRIS and shared files, ensuring data security at all times.
- First-Line Support: Act as the initial point of contact for employees' routine questions regarding People policies and general administration, escalating complex or confidential queries to the appropriate team member.
- Administrative Documentation: Prepare general employment-related documentation such as standard letters (e.g., confirmation of employment, reference letters) and assist with routine internal communications.
Office Management & Facilities:
- Facilities Upkeep & Maintenance: Act as the key contact for the general maintenance and smooth operation of the Cape Town office. Quickly address and coordinate solutions for any facility or operational issues.
- Office Stock & Supplies: Oversee the inventory and manage the regular restocking of all essential groceries, office supplies, and equipment to ensure the office is consistently well-equipped for daily operations.
- Vendor & Supplier Coordination: Manage relationships and logistics with key office vendors, including suppliers for office equipment, cleaning services, and catering, ensuring high standards and reliable service delivery.
- Access Management: Coordinate all physical office access requirements, including the management of keys, access cards, and ensuring that all necessary employees and approved visitors have appropriate entry.
- Environment & Wellness Support: Support internal initiatives related to employee wellness and contribute to maintaining a positive, professional, and efficient office environment.
What we need from you:
- Experience Foundation: 1-3 years of direct experience in a People Operations, HR Administration, or Office/Admin Coordinator role, ideally within a fast-paced, scale-up environment.
- Operational Excellence: Demonstrated ability to manage high-volume administrative tasks with exceptional organisational skills and meticulous attention to detail.
- Data Integrity & Security: Unwavering commitment to confidentiality and the ability to strictly manage sensitive employee data according to policy.
- Process Improvement Mindset: Proven track record of identifying inefficiencies and a strong aptitude for utilising technology, automation, or AI features within systems to optimise workflow and increase efficiency.
- HRIS & Data Savvy: Proven experience maintaining data integrity within an HRIS (Human Resources Information System) or similar database platform (e.g., ATS).
- System Proficiency: High proficiency in Google Workspace or Microsoft Office Suite, particularly with spreadsheets for data tracking and reporting.
- Logistics & Coordination: Practical experience managing office facilities, logistics, inventory, and vendor relationships (e.g., cleaning, supplies, maintenance).
- Proactive Problem-Solving: A demonstrable track record of identifying inefficiencies and proposing solutions to improve and streamline administrative processes.
- Service & Communication: A proactive, customer-service mindset when engaging with employees, vendors, and internal stakeholders. Excellent verbal and written communication skills.
What you can expect from us:
- Fair and competitive salary at every stage of your growth
- Meaningful ownership in the business through our employee option scheme
- Flexible working hours, with hybrid working at its heart
- A culture built on passionate, growth-minded people
- A flexible approach to holiday
- Opportunities to travel to our offices around the world
- An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets
At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.
Ready to apply?
Apply to BVNK