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, 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:

  • employees are entrepreneurial and dynamic, smart, customer-centric, fun, and have the shared ambition of 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
  • thinks like an owner of the business

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


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



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