Mr. D Food | Customer Service Team Leader X5

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Mr. D Food | Customer Service Team Leader X5

 

Customer Service Team Leader – Mrd Food

takealot.com, a leading South African online retailer, is looking for a highly talented Workforce Administrator 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 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 set out for KPIs.
  • 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 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 + 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:

  • National Senior Certificate and ideally post-matric study
  • Minimum 18 months within the customer service environment and exposure to related positions
  • 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 entrepreneurialthrives 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 HARDWORKING.

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 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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