Mr D - Social Media Team Leader

Takealotcom; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

takealot.com in Cape Town seeks a Customer Service Team Leader to manage a 15+ agent team, coaching and driving performance to meet quality and productivity targets. The role focuses on data-driven decision making, process improvements, and cross‑functional collaboration to deliver exceptional customer experiences.

The successful candidate will report to the Customer Services Manager and be responsible for coaching, performance reviews, and ensuring adherence to service levels.

Qualifications

• Leadership and people management skills.
• Coaching and performance development.
• Strong analytical skills with data-driven decision ability.
• Excellent communication with internal stakeholders.
• Customer-centric mindset and service quality focus.

Responsibilities

• Measure and manage internal customer attendance and timekeeping.
• Perform quality assessments on voice and email interactions to ensure standards.
• Ensure productivity and quality targets meet SLAs for calls and emails.
• Identify and escalate system/process improvements to enhance customer journey.
• Lead coaching sessions to ensure KPI targets are met and drive team performance.
• Manage staffing, productivity, and quality for a 15+ agent team.
• Resolve customer-facing challenges by liaising with internal departments.

Skills

Leadership

Coaching

Analytical thinking

Data-driven decisions

Customer focus

Communication

Problem solving

Job description

Customer Service Team Leader - Mr D Food

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

We are a young, dynamic, hyper growth company looking for smart, young, creative, hardworking 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

This position will report to the Customer Services Manager

Your responsibilities will include:

• Measuring & Managing internal customer attendance & Time Keeping
• Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
• Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.
• Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
• Identify and escalate 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 to ensure KPI Targets are met.
• Drive and motivate your team to achieve targets.
• Report on the overall quality of customer interaction activity per agent in your team.
• Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
• Assess any service failure and identify the root 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+ agents 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 resolving people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all industrial relations matters.
• Manage and maintain a highly focused and motivated team
• Ensure the minimum Contact Centre service levels are maintained on a daily basis.
• Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties

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 anExtra Ordinary Mindwho:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerceand delivering a world-class customer experience
• is entrepreneurial,thrives under changeand accepts it is a constant and alwayslooks for solutionsto do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an ownerof the business
• isSMART, has INTEGRITYandis HARD WORKING

If you meet the above you are anExtraordinary Mindso come and join us!

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Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.