Customer Services Team Leader

About the role

Takealot Group is looking for a Customer Services Team Leader to lead a team of more than 15 Customer Service Representatives in Cape Town. The role balances the analytical work of identifying root causes with the practical execution of service improvements, and acts as a bridge between the team and internal departments or external service providers. It suits someone who is comfortable with constant change in a hyper-growth environment.

Key responsibilities

• Manage a team of 15+ agents so they meet their internal service level agreements while keeping quality and compliance standards high.
• Conduct quality assessments across voice and email channels to ensure every interaction meets company standards.
• Manage the full probation cycle for new hires, including ongoing performance discussions and feedback sessions.
• Identify trends, bottlenecks or training gaps and escalate them to drive process improvements.
• Monitor team productivity and ensure departmental targets are met.
• Deliver individual and group coaching to upskill staff and keep morale high.
• Generate reports on quality and interaction activity for the team.
• Ensure clear communication and adherence to company policies and standard operating procedures.

Required profile

• Leadership experience and strong interpersonal skills to manage a diverse team of 15+ agents.
• Self-motivated, able to solve complex problems in a demanding, fast-paced setting.
• Ability to stay calm under pressure and ambiguity.
• A customer-first mindset.

Required skills

• Advanced problem-solving and an analytical approach to data.
• Excellent written and verbal communication for reporting and coaching.
• Intermediate to advanced Microsoft Excel and a high level of computer literacy.