Customer Services Team Lead — Data-Driven & Growth-Focused

Pivot Services; Cape Town; On-site; ZAR 240,000 - 300,000; Full time

Job summary

Takealot Group in Cape Town is seeking a Customer Services Team Leader to oversee quality assessments of voice and email interactions and drive action based on root cause analysis.

You will work with cross-functional teams to resolve customer queries, escalate issues to the right stakeholders, and maintain high service standards in a fast-paced environment. A minimum of 18 months in customer service and NQF Level 4/Matric is required.

Qualifications

• Minimum 18 months + customer service experience.
• NQF Level 4/Matric/Grade 12; post-matric study preferred.

Responsibilities

• Perform quality assessments on voice and email interactions to ensure standards.
• Coordinate with external providers to resolve customer queries and elevate issues.
• Compile feedback and escalate customer-facing challenges to stakeholders.
• Operate in a fast-paced, high-pressure environment with ambiguity.

Skills

Root cause analysis

Data-driven decisions

Customer service

Quality assessments

Education

NQF Level 4/Matric/Grade 12

Job description

Takealot Group in Cape Town is seeking a Customer Services Team Leader to oversee quality assessments of voice and email interactions and drive action based on root cause analysis.

You will work with cross-functional teams to resolve customer queries, escalate issues to the right stakeholders, and maintain high service standards in a fast-paced environment. A minimum of 18 months in customer service and NQF Level 4/Matric is required.