Wednesday , February 28 2024

Takealot Jobs Cape Town – Customer Service Team Leader

Website Takealot

Job Description:

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

Job Responsibilities:

  • Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
  • Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties
  • Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
  • Measuring & Managing internal customer attendance & Time Keeping
  • Report on the overall quality of customer interaction activity per agent in your team.
  • Take ownership of a customer and ensure their needs are met as soon as possible
  • Ensure the minimum Contact Centre service levels are maintained on a daily basis.
  • Manage your team’s probation period through regular performance discussions and coaching.
  • 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.
  • Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/s
  • Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided
  • Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
  • Lead a team of 15 + Online Shopping Assistants and optimally manage all staffing needs, productivity, and quality
  • Deliver individual/group coaching sessions to ensure KPI Targets are met.
  • Drive and motivate your team to achieve targets.
  • Manage and maintain a highly focused and motivated team
  • Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.
  • Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.

Job Requirements:

  • Knowledge of delivery and or courier services
  • National Senior Certificate and ideally post-matric study
  • Leadership skills – display the qualities of a leader and set a good example
  • Intermediate to advanced excel skills
  • Analytical skills
  • 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
  • High level of computer literacy
  • Excellent listening skills
  • Must be driven / self-motivated
  • Empowering within team and structure
  • Minimum 18 months within the contact center environment and exposure to related positions
  • Ability to use multiple systems and multitask in a fast-paced environment
  • Results orientated
  • Strong interpersonal skills and the ability to work as an effective team member and leader
  • Ability to compile feedback in writing and for verbal purposes
  • Excellent verbal and written communication skills
  • Problem-solving skills
  • Flexibility to work rotational shifts which include weekends, public holidays and overnight work.

Job Details:

Company: Takealot

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, SA

Application Deadline: N/A

Apply Here