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Customer Services Team Leader: Mr D Live Chat and Social Media

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takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service Team Leader  to join our Mr D customer services team in Cape Town.

Location: Capetown

We are a young, dynamic, hyper growth company looking for smart, young, 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.

Report to the Customer Services Manager

Your responsibilities will include:

  • Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
  • Ensuring that the targets for call and email monitoring are met as per internal service level agreements.
  • Identify and escalate potential system and process improvements with the aim of enhancing 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 where required.
  • Productivity conversations and feedback should be conducted with each team member.
  • Drive and motivate your team to achieve targets.
  • Report on the overall quality of customer interaction activity per agent in your team.
  • Liaise between internal departments & external service providers to solve customer queries and escalate customer-facing challenges to the relevant stakeholders 
  • Assess any service failure, identify the route cause, and take appropriate action to 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 and take responsibility for all HR tasks including but not limited to leave management, payroll input, disciplinary and incapacity issues, and absenteeism, 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 employee’s conflict of interest and absenteeism.
  • 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

Requirements:

  • 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 the 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
  • High level of computer literacy
  • Comfortable and able to function in an ambiguous, fast-paced, high-pressure environment, while maintaining high-quality outputs
  • Ability to use multiple systems and multitask in a fast-paced environment
  • Flexibility to work rotating shifts which include weekends, public holidays, and overnight work.
  • Internet requirements: dedicated capped Wi-Fi
  • Home environment free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable

Qualifications:

  • Successfully completed NQF Level 4/Matric and ideally post-matric study
  • Minimum of 12 months managing social media communities
  • Minimum of 18 months experience managing live chat
  • Minimum of 18 months of leadership experience in the customer service environment or related leadership positions

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