Customer Services Team Leader

<p><a href="takealot.com">takealot.com</a>, a leading South African online retailer, is looking for a highly talented <strong>Customer Services Team Leader</strong> to join our growing team in Cape Town.</p> <p>We are a dynamic, hyper growth company looking for smart, creative, hard working 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.</p> <p>You need to be strong in both&nbsp;<strong>root cause analysis and driving to action</strong>&nbsp;– in other words, you need to be a thinker and a doer, and doing doesn’t happen only during work hours…..

You need to be&nbsp;<strong>passionate about the potential of e-commerce</strong>&nbsp;and delivering a&nbsp;<strong>world-class customer experience</strong>. And, because we operate in a fast-growing, quick-moving environment, we’re looking for someone who is&nbsp;<strong>entrepreneurial</strong>,&nbsp;<strong>thrives under change</strong>, and always&nbsp;<strong>looks for solutions</strong>&nbsp;to do something better and faster.

You will be at the cutting edge of developing new concepts for takealot.com. In short, we need you to&nbsp;<strong>think like an owner</strong>&nbsp;of the business.</p> <p>The position reports to the<strong> Customer Services Manager&nbsp;</strong></p> <p><strong>Your responsibilities will include:</strong></p> <ul> <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 targets for call and email monitoring are met as per internal service level agreements.</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 where required.</li> <li>Productivity conversations and feedback should be conducted with each team member.</li> <li>Drive and motivate your team to achieve targets.</li> <li>Report on overall quality of customer interaction activity per agent in your team.</li> </ul> <ul> <li>Liaise between internal departments &amp; external service providers to solve customer queries and escalate customer-facing challenges to the relevant stakeholders</li> <li>Assess any service failure and identify the route 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 + Customer Service Representatives 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 resolve people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all industrial relations matters.</li> </ul> <p><strong>Attributes required:</strong></p> <ul> <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 &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</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> </ul> <p><strong>Qualifications &amp; Experience:</strong></p> <ul> <li>Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-matric study</li> <li>Min. 18 months + customer service experience in related positions</li> <li>Flexibility to work shifts</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></p> <p>We seek to employ<strong>&nbsp;Extraordinary Minds</strong>, people who are:</p> <ul> <li>Experts at DOING, they can not only design but also execute;</li> <li>Analytical, able to use data to make decisions. &nbsp; &nbsp; &nbsp; Letting data decide but not consume;</li> <li>Competitive.

Although innovation is important, GREAT requires a lot of work. This does not happen only in business hours…..</li> <li>Curious.

Always questioning the status quo;</li> <li>Not averse to risk;</li> <li>Business smart. Able to think about problems from a business perspective using technical and product input;</li> <li>Self directed, taking action based on own initiative;</li> <li>Collaborative.</li> <li>Thorough;</li> <li>User focused, always trying to understand a product from the users perspective;</li> <li>Able to communicate clearly and not afraid to voice an opinion, no matter how unpopular.&nbsp;</li> </ul> <p>Are you an&nbsp;<strong>Extraordinary Mind</strong>&nbsp;if so come and join us!

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