Job Description
About the Role
Telebest is seeking a highly skilled Customer Service Team Leader to lead our customer service operations in Cape Town. The successful candidate will be responsible for supporting the continuous development, improvement, efficiency, and success of our team. They will work closely with stakeholders to drive financial objectives, prepare performance reports, and ensure compliance with relevant regulations.
Key Responsibilities
- Support strong foundations on which to build the continuous development, improvement, efficiency, and success.
- Ensure that the specifically allocated customer services team complies with relevant regulations.
- Provide cost estimates and budget inputs to support financial objectives.
- Participate in the preparation of performance reports and report to the Customer Services Manager as required on:
- Complaint Trends
- Reputational Risk issues
- Opportunities.
- Support and participate in the enablement of culture and employee communications.
- Develop succession development plans and take responsibility for the development of an operational talent pool.
- Conduct regular compliance and audit checks to measure performance against targets across all channels and services.
- Participate in setting targets and collaborate with other role players to maintain and improve customer services operations.
Requirements
- Degree in Consumer behaviour, Communications, Business or equivalent beneficial.
- 2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role – essential.
- Experience within the FMCG, retail sector or similar – preferred.
- Demonstrate a passion for people.
- Knowledge of Customer Contact or Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- essential.
- An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function- demonstrating knowledge of trending practices in this context – essential.
Qualifications
No specific qualifications mentioned.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Retail Jobs in Western Cape
In the Western Cape, the retail industry is a significant sector, employing thousands of people and contributing substantially to the regional economy. Typically, roles within this field involve supporting sales teams, managing store operations, and providing exceptional customer experiences. Generally, these positions require a combination of business acumen, communication skills, and flexibility.
When it comes to salary expectations for retail positions in Western Cape, it’s difficult to pinpoint exact figures due to the variability in factors such as experience, company size, and industry sector. However, broadly speaking, salaries for entry-level retail roles can range from around R20 000 to R40 000 per annum, while more senior or specialist roles may command salaries between R60 000 to R120 000 per annum. Experience, qualifications, and specific job requirements often influence actual salary ranges.
Common skills required for retail positions include excellent communication and interpersonal skills, the ability to work in a fast-paced environment, basic knowledge of point-of-sale systems and inventory management, as well as the capacity to adapt to changing sales trends and customer needs. Retail managers may also need to possess strong leadership and analytical skills, while those in more technical roles might require expertise in areas such as supply chain management or data analysis.
The retail industry is a diverse sector, employing professionals in various types of stores, from high-street retailers to specialist boutiques. Financial services sector companies often have large retail operations, while technology industries frequently incorporate e-commerce and digital sales platforms into their retail strategies. Manufacturing companies may also have retail arms for direct sales or product demonstrations.
Career development opportunities exist throughout the retail industry, with many roles offering potential for promotion to senior management positions or specialized departments such as visual merchandising or customer service training. Typically, employees in this field can expect to gain valuable experience and develop new skills through ongoing training programs, which may include leadership development courses, sales strategies workshops, or technical skill-building sessions.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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