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 instantcareers.net
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