
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
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