Customer Service Team Leader - Takealot Delivery Team
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, 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 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 to 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, and 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 oriented.
- 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.
- Senior Certificate and ideally some post-matric study.
- 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.
Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
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