Customer Services Team Leader

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, 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 both root 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 be passionate about the potential of e-commerce and delivering a world-class customer experience. And, because we operate in a fast-growing, quick-moving environment, we're looking for someone who is entrepreneurial, thrives under change, and always looks for solutions to do something better and faster. You will be at the cutting edge of developing new concepts for takealot.com. In short, we need you to think like an owner of 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 elevate potential system and process improvements with the aim to enhance the customer’s journey.
• Identify and elevate 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
• Problem solving skills
• Analytical skills
• Excellent listening 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 employ Extraordinary 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;
• Collaborative.
• 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.