Customer Service Team Leader

Responsibilities

• Lead a team of 15+ Online Shopping Assistants, managing staffing, productivity, and quality
• Perform quality assessments on voice and email customer interactions to ensure compliance
• Manage team attendance, timekeeping, and probation periods through coaching and performance discussions
• Drive and motivate the team to meet productivity and quality KPI targets
• Identify and escalate system improvements, process trends, and training opportunities
• Resolve internal and external customer service complaints and service failures
• Ensure company policies are communicated and manage industrial relations matters
• Maintain minimum contact centre service levels on a daily basis

Requirements

• Minimum 18 months of customer service experience in related positions
• Senior Certificate (Matric) and ideally post-matric study
• Intermediate to advanced Excel skills
• High level of computer literacy
• Knowledge of delivery or courier services
• Ability to work rotational shifts including weekends, public holidays, and overnight work
• Strong leadership, analytical, and problem-solving skills
• Excellent verbal and written communication skills

About the Company

takealot.com is a leading South African online retailer and a dynamic, hyper-growth e-commerce company with the ambition of being the leading e-commerce player in Africa.