Customer Care -Team Leader - Operations

The Prestige Cosmetics Group; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading cosmetics company in Cape Town seeks a Customer Care - Team Leader to manage all customer communications and operations. The role involves recruiting a high-caliber team and ensuring compliance with customer legislation. Candidates should have at least 4 years in contact centers, with 2 years in management. The position emphasizes leadership and a passion for customer care.

Qualifications

• Minimum 4 years contact center experience, with at least 2 years in management and e-commerce fulfillment.

Responsibilities

• Manage all incoming customer communications and complaints.
• Collaborate with e-commerce dark store for order shipping.
• Recruit and develop customer-focused team members.
• Maintain compliance with customer legislation.
• Develop reports for customer service metrics.

Skills

Empathy

Passion for customer care

Leadership

Learning

Analytics

Education

Matric, higher education such as B.Com

Job description

Job title: Customer Care - Team Leader - Operations

Job Location: Western Cape, Cape Town | Deadline: August 25, 2025

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Job Objectives

Customer Operations:

• Manage all incoming customer communications, inquiries, and complaints, aiming for amicable resolutions.
• Handle all communication channels to meet SLA response times.
• Ensure timely resolution across social media, email, and voice channels.
• Support the rollout and management of new customer care channels like web chat and WhatsApp.
• Manage telephonic systems for ARC stores, ensuring routing to maintain positive customer experiences.
• Handle multi-lingual customer inquiries.
• Lead CRM system requirements and implementations.

Online Operations:

• Collaborate with the e-commerce dark store to ensure timely order shipping and delivery.
• Manage customer expectations regarding stock issues and rectify problems.
• Oversee bulk order processing according to SOPs.
• Manage refunds efficiently within SLA and audit requirements.
• Identify and escalate fraudulent orders.

Team Building and Management:

• Recruit high-caliber, customer-focused team members for a 24-hour operation.
• Onboard new team members (Digital ARC-itects).
• Develop team routines, goals, and performance management processes.
• Facilitate learning and development.
• Maintain SOPs for customer care operations.

Customer Advocacy:

• Ensure compliance with customer legislation.
• Maintain accurate FAQs and T&Cs on the website, ensuring legislative compliance.
• Benchmark FAQs and T&Cs against industry standards.

Reporting and Customer Insights:

• Develop reports and tracking systems for customer service metrics.
• Support market research activities.
• Identify critical issues and escalate as necessary.
• Assist in marketing initiatives and customer journey improvements.

KPIs (with targets):

• Service level: 90% within 20 seconds
• Abandonment rate
• Average handling time: 180 seconds
• Customer Satisfaction (CSAT)
• First contact resolution: 90%
• First reply time: 2 hours
• Email resolution: within 24 hours
• Social media response: within 5 hours
• On-Time In-Full (OTIF) for e-commerce
• Refund SLA compliance

Skills and Experience:

• Empathy, passion for customer care, love of beauty, leadership, learning, and analytics.
• Minimum 4 years contact center experience, with at least 2 years in management and e-commerce fulfillment.

Education:

• Matric, higher education such as B.Com