Customer Services Team Leader

Call Centre Staffing; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the call center staffing industry seeks a Customer Service Team Leader to manage operations and oversee a customer-focused team. The ideal candidate will have significant e-commerce experience and a proven track record in training and performance monitoring. This role demands a proactive approach to customer care and team motivation, aimed at achieving high-quality service delivery.

Qualifications

• 4 years management/team leader experience on an online retail campaign.
• E-commerce customer service experience is a must.
• Complaint handling experience is essential.

Responsibilities

• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling.
• Monitor team performance and ensure adherence to quality metrics.

Skills

Zendesk Experience

Complaint Handling

E-commerce Customer Service

Marketplace Experience

Job description

Provide timely and quality responses to customer complaints and escalations across all channels.

Ensure a customer-centric approach is embedded in all processes and interactions.

Collaborate with other departments to ensure a seamless customer experience across all touch points.

Manage day-to-day operations of the customer service team.

Provide training and support to team members in complaints handling and customer service skills

Contribute to a positive team culture and motivate staff towards achieving performance targets.

Monitor team performance and ensure the team adhere to our quality metrics.

Must haves : Zendesk Experience

4 years Management / Team Leader experience on an online retail campaign.

E-commerce Customer Service Experience ( a must have).

Complaint handling experience (essential).

Marketplace experience (eBay, Amazon, TIKTOK).

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