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.
The position reports to the Head of Customer and Business Support Operations
- Customer Service Management: to ensure that customers who experience any service failure are handled in an appropriately urgent and sensitive manner and to take ownership of customer retention initiatives in cases of service failure.
- Call Centre Leadership & Performance Management: to ensure that the CS environment is lead from the front, that team leaders and agents feel supported, motivated and that a high performance culture is developed by ensuring both that positive performance is appropriately recognised and that under-performance is not tolerated and managed.
- Communication: to ensure that CS team is aligned with business goals and that the team is fully aware of their performance and updated on all relevant changes and initiatives.
- Operational Hygiene: to ensure that good operational hygiene is undertaken and that all admin is updated.
- Analysis & Reporting: to make best used of available data and reporting to manage the team based on facts and evidence and to interpret reports to make sound decisions.
- Regular reporting: on agent Productivity, aggregate Department, your CS Team Leaders Balanced scorecards and Inter-department Performance.
- HR & Recruitment: to recruit appropriately skilled and mature staff and ensure compliance with regulation and best practice in respect of IR/HR issues and admin.
- Your performance will be measured by: achievement against data-driven key performance metrics, inter alia: CSAT/NPS; productivity per agent, your response time and your achievement of specific goals & projects set by the business. Your team, colleagues and other stakeholders will also conduct 360 degree feedback and have a direct effect on your performance.
- Able to build high performance teams
- Strong interpersonal skills and the ability to work as an effective team member and leader of a large team
- Able to communicate clearly and voice an opinion
- Self-directed
- Solutions-oriented, can-do attitude and high energy
- Process orientated
- Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
- Excellent analytical and reporting skills
- Matric or equivalent
- Tertiary qualification is an advantage
- Minimum 4 years' experience as a manager in a customer service environment
- Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
- Experience in working in an e-commerce or technology company is a plus
- takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com 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.
- is forthright but respectful
- 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 entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
- is 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 takealot.com.
- thinks like an owner of the business.
- is SMART, has INTEGRITY and is HARDWORKING
Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
