Customer Service Team Leader – Restaurant Support

About the role

Takealot.com is seeking a proactive Customer Service Team Leader to oversee a team of 15 agents providing restaurant‑related support. You will be responsible for maintaining high quality standards, driving performance, and ensuring a seamless customer journey.

Key responsibilities

• Perform quality assessments on voice and email interactions to meet compliance and service level agreements.
• Identify, escalate and drive system and process improvements to enhance the customer journey.
• Coach, mentor and manage performance during probation and ongoing periods, including productivity and quality conversations.
• Lead a team of 15, handling HR tasks such as leave management, payroll input, disciplinary actions and absenteeism.
• Manage internal and external complaints, liaise with other departments and service providers to resolve issues.
• Monitor and report on team performance metrics, ensuring contact centre service levels are consistently met.

Required profile

• Passionate about teamwork and accountable for results.
• Strong verbal and written communication with leadership qualities.
• Analytical, problem‑solving and self‑motivated in a fast‑paced environment.
• Ability to work rotational shifts, including weekends, public holidays and overnight.
• Minimum NQF Level 4 / Matric, with at least 12 months of customer service experience.

Required skills

• Intermediate to advanced Excel proficiency.
• High level of computer literacy and ability to use multiple systems.
• Knowledge of delivery or courier services.
• Ability to compile and present feedback both in writing and verbally.

What we offer

• Market‑related total remuneration package with flexible options.
• Dynamic, entrepreneurial work environment with opportunities for growth.