Customer Experience Team Leader - Growth & Impact

takealot.com; Cape Town; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Market related benefits

Great work environment

Job summary

takealot.com in Cape Town seeks a Customer Services Team Leader to drive quality and performance in a fast-paced environment. You will oversee a team of 15+ agents, conduct quality assessments of voice and email interactions, ensure SLA targets are met, and lead process improvements.

The role requires strong analytics, coaching, and a passion for delivering world-class customer experiences. Join a dynamic, entrepreneurial team with market-related benefits and a culture focused on ownership,

Qualifications

• Minimum 18 months of customer service experience.
• Matric/Grade 12 with post-matric study preferred.
• Ability to work shifts and manage a team.
• Strong root cause analysis and action orientation.

Responsibilities

• Perform quality assessments on voice and email interactions.
• Meet targets for call and email monitoring per SLAs.
• Identify and elevate system/process improvements.
• Elevate problems, trends and training opportunities to stakeholders.
• Manage probation periods with regular coaching sessions.
• Deliver coaching to individuals and groups as required.
• Drive and motivate the team to achieve targets.
• Report on overall quality of customer interactions per agent.
• Liaise with internal departments and external providers.
• Address service failures and take corrective action.
• Own customer issues and ensure needs are met promptly.
• Lead a team of 15+ Customer Service Representatives.
• Manage internal and external customer service complaints.
• Communicate policies and resolve people-related issues.

Skills

Interpersonal skills

Problem solving

Analytical skills

Listening skills

Self-motivated

Excel skills

Computer literacy

Feedback writing

Ambiguity handling

Education

Matric/Grade 12

Post-matric study

Tools

Excel

Job description

takealot.com in Cape Town seeks a Customer Services Team Leader to drive quality and performance in a fast-paced environment. You will oversee a team of 15+ agents, conduct quality assessments of voice and email interactions, ensure SLA targets are met, and lead process improvements.

The role requires strong analytics, coaching, and a passion for delivering world-class customer experiences. Join a dynamic, entrepreneurial team with market-related benefits and a culture focused on ownership,