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

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:

*Your own internet connection is required, to perform this role*

• National Senior Certificate and ideally post-matric study
• Minimum 18 months Customer Service Team Leader experience?
• Flexibility to work rotational shifts which include weekends, public holidays and overnight work.

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 an Extra Ordinary Mind who:

• 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-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to 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 owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind so come and join us!

I acknowledge that if I have a personal information access request or a deletion request in terms of the Protection of Personal Information Act, that request can be sent to [email protected]

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