Takealot Vacancies 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:

  • 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.
  • 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
  • Report on the overall quality of customer interaction activity per agent in your team.
  • Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
  • 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.
  • Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
  • Measuring & Managing internal customer attendance & Time Keeping
  • Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.

Job Requirements:

  • Intermediate to advanced excel skills
  • Results orientated
  • Responsible and Accountable
  • Must be driven / self-motivated
  • Problem-solving skills
  • Excellent verbal and written communication skills
  • Leadership skills – display the qualities of a leader and set a good example
  • Excellent listening skills
  • Analytical skills
  • Passionate about teamwork
  • Strong interpersonal skills and the ability to work as an effective team member and leader
  • Empowering within team and structure
  • Successfully Senior Certificate or Higher and ideally post-matric study
  • Minimum 18 months in the customer service environment in related leadership positions

Job Details:

Company: Takealot

Vacancy Type: Full Time

Job Location: Cape Town

Application Deadline: N/A

Apply Here

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