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Description
<p><strong>Customer Service Team Leader - Mr D Food</strong></p>
<p><span style="font-weight: 400;">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.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><strong>This position will report to the Customer Services Manager</strong></p>
<p><strong>Your responsibilities will include:</strong></p>
<ul>
<li>Measuring & Managing internal customer attendance & Time Keeping</li>
<li>Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.</li>
<li>Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.</li>
<li>Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.</li>
<li>Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.</li>
<li>Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/s</li>
<li>Manage your team’s probation period through regular performance discussions and coaching.</li>
<li>Deliver individual/group coaching sessions to ensure KPI Targets are met.</li>
<li>Drive and motivate your team to achieve targets.</li>
<li>Report on the overall quality of customer interaction activity per agent in your team.</li>
<li>Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders </li>
<li>Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided</li>
<li>Take ownership of a customer and ensure their needs are met as soon as possible</li>
<li>Lead a team of 15+ agents and optimally manage all staffing needs, productivity, and quality</li>
<li>Manage all Internal and External Customer Services complaints</li>
<li>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.</li>
<li>Manage and maintain a highly focused and motivated team</li>
<li>Ensure the minimum Contact Centre service levels are maintained on a daily basis.</li>
<li>Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties</li>
</ul>
<p><strong><br>Attributes required:</strong></p>
<ul>
<li>Passionate about teamwork</li>
<li>Responsible and Accountable</li>
<li>Excellent verbal and written communication skills</li>
<li>Leadership skills – display the qualities of a leader and set a good example</li>
<li>Results orientated</li>
<li>Empowering within team and structure</li>
<li>Strong interpersonal skills and the ability to work as an effective team member and leader</li>
<li>Problem-solving skills</li>
<li>Analytical skills</li>
<li>Excellent listening skills</li>
<li>Must be driven / self-motivated</li>
<li>Intermediate to advanced excel skills </li>
<li>High level of computer literacy </li>
<li>Ability to compile feedback in writing and for verbal purposes</li>
<li>Comfortable and able to function in an ambiguous, fast-paced, high-pressure environment, while maintaining high-quality outputs</li>
<li>A self-starter that’s comfortable with constant change</li>
<li>Ability to use multiple systems and multitask in a fast-paced environment</li>
<li>Knowledge of delivery and or courier services</li>
</ul>
<p> </p>
<p><strong>Qualifications & Experience:</strong></p>
<p><strong><em>*Your own internet connection is required, to perform this role*</em></strong></p>
<ul>
<li>National Senior Certificate and ideally post-matric study</li>
<li>Minimum 18 months Customer Service Team Leader experience?</li>
<li>Flexibility to work rotational shifts which include weekends, public holidays and overnight work.</li>
</ul>
<p><strong>The Environment</strong>:</p>
<ul>
<li>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.</li>
<li>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.</li>
<li>We are short on ego and high on output.</li>
<li>We are doers and not only thinkers, it's all in the execution after all.</li>
<li>We love what we do and what we are creating.</li>
</ul>
<p>We seek to Employ an <strong>Extra Ordinary Mind</strong> who:</p>
<ul>
<li>is respectful but forthright</li>
<li>is an expert at doing, who can not only design but also execute</li>
<li>is analytical, able to use data to make decisions</li>
<li>is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)</li>
<li>is <strong>passionate about the potential of e-commerce</strong> and delivering a <strong>world-class customer experience</strong></li>
<li>is <strong>entrepreneurial</strong>, <strong>thrives under change</strong> and accepts it is a constant and always <strong>looks for solutions</strong> to do something better and faster</li>
<li>is business SMART. Able to think about problems from a business perspective using technical and product input;</li>
<li>is curious and challenge the status quo</li>
<li>is innovative and enjoys iteration</li>
<li>is collaborative</li>
<li>will be at the cutting edge of developing new concepts for takealot.com</li>
<li><strong>thinks like an owner</strong> of the business</li>
<li>is <strong>SMART, has INTEGRITY</strong> and <strong>is HARD WORKING</strong></li>
</ul>
<p>If you meet the above you are an <strong>Extraordinary Mind</strong> so come and join us!</p>
<p><span style="font-weight: 400;">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 </span><span style="font-weight: 400;"><span style="color: #ff0000;"><strong><a href="mailto:hr@takealot.com" target="_blank">hr@takealot.com</a></strong></span></span></p>
<p><em>Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.</em></p>
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