Customer Service Team Leader - Restaurant Support

Customer Service Team Leader - Restaurant Support

Takealot.com, 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 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:

• 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 to enhance the customer’s journey.
• Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/s.
• Manage your