Customer Service Team Leader – Mr D Food
Location: Cape Town, South Africa
Are you SMART, have INTEGRITY, and are HARD WORKING? If so, you’re an Extraordinary Mind, and we want you to join our team at takealot.com, a leading South African online retailer.
Qualifications & Experience:
National Senior Certificate and ideally post-matric study.
Minimum 18 months within the contact center environment with exposure to related positions.
Flexibility to work rotational shifts, including weekends, public holidays, and overnight shifts.
Your own internet connection is required to perform this role.
Responsibilities:
As a Customer Service Team Leader, you will report to the Customer Services Manager and be responsible for:
Measuring and managing internal customer attendance and timekeeping.
Performing quality assessments on voice and email customer interactions.
Ensuring productivity and quality targets are met per internal service level agreements.
Identifying and escalating potential system and process improvements.
Managing team probation periods through regular performance discussions and coaching.
Delivering individual/group coaching sessions to meet KPI targets.
Driving and motivating your team to achieve targets.
Reporting on the overall quality of customer interaction activity.
Liaising with internal departments to solve customer queries and escalate challenges.
Assessing service failures, identifying root causes, and taking appropriate actions.
Taking ownership of customers to ensure their needs are met promptly.
Leading a team of 15+ Online Shopping Assistants and managing staffing needs, productivity, and quality.
Managing all internal and external customer service complaints.
Ensuring company policies and procedures are communicated and resolving people-related problems, including industrial relations matters.
Join us for a challenging and dynamic work environment, competitive benefits, and the opportunity to build something great. If you’re ready for this exciting opportunity, send your application to hr@takealot.com.