Customer Service Team Leader | FNB
Cape Town, South Africa
27d ago

Customer Service Team Leader, 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, creative, hard-working people with integrity to join us.

We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, 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 + Online Shopping Assistants 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
  • Attributes required :

  • Passionate about teamwork
  • Responsible and Accountable
  • Excellent verbal and written communication skills
  • Leadership skills display the qualities of a leader and set a good example
  • Results orientated
  • Empowering within team and structure
  • 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
  • A self-starter that’s comfortable with constant change
  • Ability to use multiple systems and multitask in a fast-paced environment
  • Knowledge of delivery and or courier services
  • Qualifications & Experience :

  • Min. 18 months + customer service experience in related positions
  • Successfully completed NQF Level 4 / Matric / Grade 12 and ideally some post-matric study
  • Flexibility to work rotational shifts which include weekends, public holidays and overnight work.
  • The Environment :

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

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