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 hidden]>

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