Customer Services Team Leader

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

About the Role

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….....

Key Responsibilities

• will include: Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintai... - external service providers to solve customer queries and elevate customer-facing challenges to the relevant stakeholders Assess any service failure a... - Ability to compile feedback in writing and for verbal purposes Comfortable and able to function in an ambiguous, fast paced, high pressure environment...

Qualifications and Experience

• &amp - Experience: Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-matric study Min. 18 months + customer service experience in rela... - Analytical, able to use data to make decisions. &nbsp - &nbsp
• Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-matric study Min.,18 months + customer service experience in rela...

work Employment type Full Time

location_on Location Cape Town

apartment Employer Takealot Group

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