Mr D - Social Media Team Leader

Customer Service Team Leader - Mr D Food

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, 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

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 a 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 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+ agents 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, including but not limited to 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 orientated

• 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:

• Your own internet connection is required, to perform this role*

• National Senior Certificate and ideally post-matric study

• Minimum 18 months Customer Service Team Leader experience?

• 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.

We seek to Employ an  Extra Ordinary Mind  who:

• is respectful but forthright

• is an expert at doing, who can not only design but also execute

• is analytical, able to use data to make decisions

• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)

• is  passionate about the potential of e-commerce  and delivering a  world-class customer experience

• is  entrepreneurial ,  thrives under change  and accepts it is a constant and always  looks for solutions  to do something better and faster

• is business SMART. Able to think about problems from a business perspective using technical and product input;

• is curious and challenge the status quo

• is innovative and enjoys iteration

• is collaborative

• will be at the cutting edge of developing new concepts for takealot.com

• thinks like an owner  of the business

• is  SMART, has INTEGRITY  and  is HARD WORKING

If you meet the above you are an  Extraordinary Mind  so come and join us!

I acknowledge that if I have a personal information access request or a deletion request in terms of the Protection of Personal Information Act, that request can be sent to [email protected]

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.