Customer Services Team Lead: Quality, Coaching & Action

Takealot Group; Cape Town; Presencial; ZAR 300.000 - 420.000; Tempo integral

Resumo da vaga

Takealot Group in Cape Town is seeking a Customer Services Team Leader to oversee a 15+ member team, ensuring high-quality customer experiences and adherence to service levels. You will drive coaching, performance management and cross-department collaboration to resolve issues quickly and improve processes.

The role requires strong analytical thinking, leadership, and Excel skills in a fast-paced e-commerce environment. Shift flexibility and customer-centric mindset are essential.

Qualificações

• Strong interpersonal and analytical abilities required.
• Must be driven, self-motivated and able to perform under pressure.
• Proficient with Excel and general computer literacy.
• Ability to document feedback in writing and verbally.

Responsabilidades

• Perform quality assessments on voice and email interactions to ensure standards.
• Ensure call and email monitoring targets are met per SLAs.
• Identify and escalate system/process improvements to enhance the customer journey.
• Identify trends and training opportunities and escalate to stakeholders.
• Manage team probation through regular performance discussions and coaching.
• Deliver individual/group coaching sessions as required.
• Drive and motivate the team to achieve targets and report on activity per agent.
• Liaise between internal departments and external service providers to resolve queries.
• Address service failures, identify root causes and take corrective action to avoid recurrence.
• Take ownership of customer cases and ensure needs are met promptly.
• Lead a team of 15+ Customer Service Representatives and manage staffing, productivity and quality.
• Handle internal and external customer service complaints.
• Communicate company policies and resolve people-related issues.

Conhecimentos

Interpersonal skills

Analytical skills

Self-motivated

Excel

Computer literacy

Feedback writing

Fast-paced

Formação

Matric/Grade 12; post-matric study

Descrição da vaga

Takealot Group in Cape Town is seeking a Customer Services Team Leader to oversee a 15+ member team, ensuring high-quality customer experiences and adherence to service levels. You will drive coaching, performance management and cross-department collaboration to resolve issues quickly and improve processes.

The role requires strong analytical thinking, leadership, and Excel skills in a fast-paced e-commerce environment. Shift flexibility and customer-centric mindset are essential.