Customer Service Team Leader – Delivery Team

About the role

Takealot’s Delivery Team is seeking a Customer Service Team Leader to manage a group of online shopping assistants in Cape Town. You will be responsible for ensuring high‑quality customer interactions across voice and email channels while driving performance against service level agreements.

Key responsibilities

• Measure and manage internal customer attendance and time‑keeping.
• Perform quality assessments on voice and email interactions to maintain compliance standards.
• Meet productivity and quality targets for call and email monitoring as defined by KPIs.
• Identify and escalate system or process improvements to enhance the customer journey.
• Analyse trends, problem areas and training needs and communicate them to stakeholders.
• Coach and develop team members, conduct performance discussions and manage probation periods.
• Lead a team of 15+ online shopping assistants, handling staffing, productivity and quality.
• Handle internal and external customer service complaints and ensure resolution.
• Liaise with other departments to resolve customer queries and address service failures.

Required profile

• Passionate about teamwork and results‑oriented.
• Strong verbal and written communication skills.
• Demonstrated leadership ability and accountability.
• Excellent problem‑solving, analytical and interpersonal skills.
• Ability to motivate a team and drive KPI achievement.

Required skills

What we offer

• Market‑related total remuneration package with flexibility to suit personal needs.
• Dynamic, fast‑growing environment with opportunities for career development.
• Supportive work culture that encourages creativity and innovation.