Customer Service Takealot Delivery Team

2 months ago

Cape Town, South Africa Takealot Group Full time

**Customer Service Team Leader - Takealot Delivery Team**

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, 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
- 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 + Online Shopping Assistants 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**:

- Min. 18 months + customer service experience in related positions
- Senior Certificate and ideally some post-matric study
- Flexibility to work rotational shifts which include weekends, public holidays and overnight work.

**The Environment**:

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

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