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Mr D - Social Media Team LeaderTakealotcom • Cape Town, Western Cape, ZA
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Mr D - Social Media Team Leader

Mr D - Social Media Team Leader

Takealotcom • Cape Town, Western Cape, ZA
30+ days ago
Job description

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

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 anExtra Ordinary Mindwho:

  • 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-commerceand delivering a world-class customer experience
  • is entrepreneurial,thrives under changeand accepts it is a constant and alwayslooks for solutionsto 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 ownerof the business
  • isSMART, has INTEGRITYandis HARD WORKING

If you meet the above you are anExtraordinary Mindso 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 hr@takealot.com

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

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Mr D - Social Media Team Leader • Cape Town, Western Cape, ZA