Apply for the job
Takealot Com

Customer Service Team Leader Fnb Team

Cape Town, Western Cape, ZA

Company: Takealot Com

Category: Office and Administrative Support Occupations

Published on 2022-05-08 05:40

Customer Service Team Leader | FNB, 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, 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 wont 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 ManagerYour responsibilities will include:Measuring & Managing internal customer attendance & Time KeepingPerforming 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 KPIs.Identify and escalate potential system and process improvements with the aim to enhance the customers journey.Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/sManage your teams 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 stakeholdersAssess any service failure and identify the root cause and take appropriate action ensure similar failures are avoidedTake ownership of a customer and ensure their needs are met as soon as possibleLead a team of 15 + Online Shopping Assistants and optimally manage all staffing needs, productivity, and qualityManage all Internal and External Customer Services complaintsEnsure 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 teamEnsure 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 dutiesAttributes required:Passionate about teamworkResponsible and AccountableExcellent verbal and written communication skillsLeadership skills display the qualities of a leader and set a good exampleResults orientatedEmpowering within team and structureStrong interpersonal skills and the ability to work as an effective team member and leaderProblem-solving skillsAnalytical skillsExcellent listening skillsMust be driven / self-motivatedIntermediate to advanced excel skills High level of computer literacy Ability to compile feedback in writing and for verbal purposesComfortable and able to function in an ambiguous, fast-paced, high-pressure environment, while maintaining high-quality outputsA self-starter thats comfortable with constant changeAbility to use multiple systems and multitask in a fast-paced environmentKnowledge of delivery and or courier servicesQualifications & Experience:Senior Certificate and ideally some post-matric studyMin. 18 months + customer service experience in related positionsFlexibility 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, its all in the execution after all.We love what we do and what we are creating.

© 2022 JobSearchine South Africa