Mr D - Social Media Team Leader

, 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, 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 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 KPI’s.
• Identify and elevate potential system and process improvements with the aim to enhance the customer’s journey.
• Identify and elevate 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 elevate customer-facing challenges to the relevant stakeholders
• Assess any service failure and identify the root cause and take appropriate action 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+ agents 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
• 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:

* Your own internet connection is required, to perform this role*

• National Senior Certificate and ideally post-matric study
• 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…