Customer Services Team Leader

Takealot Group; Cape Town; Sur place; ZAR 300 000 - 420 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Interpersonal skills

Analytical skills

Self-motivated

Excel

Computer literacy

Feedback writing

Fast-paced

Formation

Matric/Grade 12; post-matric study

Description du poste

takealot.com , a leading South African online retailer, is looking for a highly talented Customer Services Team Leader to join our growing team in Cape Town.

We are a dynamic, hyper growth company looking for smart, creative, hard working people to join us. We offer market related benefits, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

You need to be strong in bothroot cause analysis and driving to action– in other words, you need to be a thinker and a doer, and doing doesn't happen only during work hours..... You need to bepassionate about the potential of e-commerceand delivering aworld-class customer experience. And, because we operate in a fast-growing, quick-moving environment, we’re looking for someone who isentrepreneurial,thrives under change, and alwayslooks for solutionsto do something better and faster. You will be at the cutting edge of developing new concepts for takealot.com. In short, we need you tothink like an ownerof the business.

The position reports to the Customer Services Manager

Your responsibilities will include:

• Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
• Ensuring that the targets for call and email monitoring are met as per internal service level agreements.
• Identify and escalation potential system and process improvements with the aim to enhance the customer's journey.
• Identify and escalation problem areas, trends and training opportunities to the appropriate stakeholder/s
• Manage your team’s probation period through regular performance discussions and coaching.
• Deliver individual/group coaching sessions where required.
• Productivity conversations and feedback should be conducted with each team member.
• Drive and motivate your team to achieve targets.
• Report on overall quality of customer interaction activity per agent in your team.
• Liaise between internal departments & external service providers to solve customer queries and elevate customer-facing challenges to the relevant stakeholders
• Assess any service failure and identify the route cause and take appropriate action ensure similar failures are avoided
• Take ownership of a customer and ensure their needs are met as soon as possible
• Lead a team of 15 + Customer Service Representatives and optimally manage all staffing needs, productivity and quality
• Manage all Internal and External Customer Services complaints
• Ensure company policies and procedures are communicated to the team, managing and resolve people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all industrial relations matters.

Attributes required:

• Strong interpersonal skills and the ability to work as an effective team member and leader
• Analytical skills
• Must be driven / self-motivated
• Intermediate to advanced excel skills
• High level of computer literacy
• Ability to compile feedback in writing and for verbal purposes
• Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs

Qualifications & Experience:

• Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-matric study
• Min. 18 months + customer service experience in related positions
• Flexibility to work shifts

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, it's all in the execution after all.
• We love what we do and what we are creating.

We seek to employExtraordinary Minds, people who are:

• Experts at DOING, they can not only design but also execute;
• Analytical, able to use data to make decisions. Letting data decide but not consume;
• Competitive. Although innovation is important, GREAT requires a lot of work. This does not happen only in business hours.....
• Curious. Always questioning the status quo;
• Not averse to risk;
• Business smart. Able to think about problems from a business perspective using technical and product input;
• Self directed, taking action based on own initiative;
• Thorough;
• User focused, always trying to understand a product from the users perspective;
• Able to communicate clearly and not afraid to voice an opinion, no matter how unpopular.

Are you anExtraordinary Mindif so come and join us!