Customer Service Team Leader - Restaurant Support

About the role

The Takealot Group is looking for a motivated Customer Service Team Leader to oversee a team of up to 15 agents in Cape Town, ensuring high‑quality customer interactions and continuous process improvement.

Key responsibilities

• Quality Assurance and Monitoring: conduct regular assessments of voice and email communications to meet quality and compliance benchmarks.
• Process Improvement: identify enhancements to systems and processes to refine the customer journey.
• Performance Management: lead and motivate a team, conduct performance discussions, coaching, and manage probation periods.
• Problem Resolution and Escalation: identify recurring issues, liaise with internal departments and external providers to resolve complex queries.
• Root Cause Analysis: investigate service failures and implement preventive actions.
• Team Leadership and HR Functions: manage leave, payroll input, disciplinary matters, and handle internal/external complaints.
• Operational Excellence: ensure daily contact centre service levels are met and propose solutions to operational challenges.

Required profile

• Proven leadership skills with ability to motivate and develop a team.
• Excellent verbal and written communication and strong listening abilities.
• Robust problem‑solving and analytical capabilities.
• Results‑oriented, self‑motivated and able to meet targets.
• Strong interpersonal skills for teamwork and conflict management.
• Adaptability to fast‑paced, high‑pressure environment.

Required skills

• Intermediate to advanced Excel.
• General computer literacy.