Menu Close

Cape Town: Team Leader: Customer Service Centre posted by Ad Talent Africa

Cape Town: Team Leader: Customer Service Centre posted by Ad Talent Africa

Posted on 2025-06-17 00:00:00

Employer Ad Talent Africa
Category Other Retail
Location Western Cape  / Cape Town

Job Summary

One of Africas largest supermarket retailer has a great opportunity for a Team Leader for their Customer Service Centre.

Purpose of the Job

You will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company’s standards.

Job Objectives

People Management

Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction

– Facilitate effective communication between team and management to ensure the best possible responses and complaint handling procedures are achieved

– Enforce operational guidelines and update all team documentation to ensure the team is aligned with the companys customer care values and policies

– Maximise productivity through effective staff scheduling and management of absenteeism

– Ensure staff competence and provide support and regular feedback on performance

– Manage personal improvement plans for agents

Quality Management

– Conduct spot checks on CRM system to ensure accurate and complete information

– Monitor calls to improve quality, minimise errors and track employees performance

– Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries

– Provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs and company related issues and changes or actions

Internal Communication

– Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends

– Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to managements attention

– Liaise with internal operational and other stakeholders to gather information about issues raised with the Customer Service Centre for further discussion with management in order to facilitate swift resolution of customer complaints

Customer Service

– Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution

– Recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency

View Job  Johannesburg North: Sales Rep - Urgently needed posted by WE -Nuts

– Identify opportunities to enable automated tools and applications for Customer self-service

– Demonstrate ability to critically evaluate a customer care incident to quickly formulate an understanding of its nature and the best way of resolving it

– Meet customer expectations and maintain quality customer service principles

Reporting

– Provide reports on people management covering disciplinary, performance, coaching and development

– Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities

– Report complaint trends to management so that corrective action can be taken in the business

– Compile formal report on ad hoc large issues dealt with to keep management up to date

Qualifications

  • Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry.

Experience

  • More than 5 years experience in the retail customer service environment e.g (FMCG, Retailers, etc)
  • More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members
  • Demonstrated progression of responsibilities (from agent to Team lead)

Must be able to demonstrate a solid track record of:

– Managing personal performance by identifying problem areas, implementing a personal improvement plan and incrementally improving performance

– Coaching and developing agents to meet their KPIs

– Managing agent and department level KPIs and implementing solutions where targets were not being met

Knowledge and Skills

  • A good understanding of world-class customer service principles
  • Working knowledge and understanding of the Consumer Protection Act
  • Exposure to SAP Cloud4Customer or CRM will be
  • E-product knowledge (Virtual coupons, vouchers, airtime etc)
  • Telephony Systems (Cisco)
  • Written communication skills
  • Verbal communication skills
  • Analytical and critical thinking
  • Call centre management

Click Go Apply to apply online!


Get Similar Job Alerts
Enter your WhatsApp number (e.g., +27740908132)
You'll receive alerts for new jobs in Cape Town, Western Cape

Apply directly for this position. Please read all instructions carefully.

We do not process job applications; we simply aggregate and display job listings.

More related positions


Cape Town: Regional Building & infrastructure Executive posted by Construct Executive Search

Applicants must have the following requirementsMust have a Masters Degree or a Bachelors Degree in Engineering.Must be registered as a Professional Engineer...


View Job
Regional Building & infrastructure Executive

Cape Town: Tax Administrator (JB5261) posted by Kontak Recruitment

Tax Administrator JB5261Northern Suburbs, Cape Town, Western Cape Compensation R18 000 - R25 000 per month Based on experience and qualificationsCategory...

View Job  East London: ADMIN. CONTROLLER posted by Work Africa

View Job
Tax Administrator (JB5261)

Cape Town: Medical Sales Specialist – Devices (JB5278) posted by Kontak Recruitment

Medical Sales Specialist - Devices JB5278Dieprivier, Cape Town R31 500 Basic Salary, plus commission, fuel and cell phone allowance Duration Permanent A...


View Job
Medical Sales Specialist – Devices (JB5278)

Cape Town: Accounts Clerk posted by Executive Placings

Travel Management Company is looking for an Accounts Clerk to perform all relevant duties of debtor and creditor accounting procedures and controls, plus...


View Job
Accounts Clerk

Cape Town: Corporate Receptionist (Cape Town) posted by Corporate Placements

Do you enjoy the flexibility and available immediately then register with us today for Temporary Receptionist assignments.Must haveGrade 12Min. 2 years...


View Job
Corporate Receptionist (Cape Town)

Cape Town: Reservations Manager posted by Executive Placings

Leading Destination Management Company is looking for an experienced Reservations Manager to serve as a sales driver and main point for key accounts while...


View Job
Reservations Manager

Cape Town: Product Manager posted by Executive Placings

Leading Destination Management Company is looking for an experienced Product Manager to maintain, develop and discover Product offerings for FIT, Groups and...


View Job
Product Manager

Cape Town: Head of Wholesale (Exco) posted by Corporate Placements

Our client a luxury retail business is seeking a Head of Wholesale to join their team. You will be responsible for strategic development and implementation....


View Job
Head of Wholesale (Exco)

Cape Town: Strategic Projects & Partnership Lead posted by Corporate Placements

Our client a non-profit organisation is seeking a Strategic Projects and Partnerships Lead to join their team. You will be responsible for leading the...


View Job
Strategic Projects & Partnership Lead

Cape Town: Foreman – Urgently Needed posted by Batt Master Roofing and Guttering

MUST HAVEDrivers LicenseAttention to detailBe able to work under pressureExperience in roof sheeting, roof tiling, waterproofing and paintingRun...


View Job
Foreman – Urgently Needed

Cape Town: Business Development Representative (Remote) (JB5287) posted by Kontak Recruitment

Business Development Representative Remote JB5287 Remote, for applicants residing in Cape TownR25 000 - R30 000 Basic plus commission, cellphone and...


View Job
Business Development Representative (Remote) (JB5287)

Cape Town: Creative Marketing Lead (JB5294) posted by Kontak Recruitment

Creative Marketing Lead JB5294Cape Town, Western CapeR25 000 R35 000 CTC per monthIn-office culture, creative freedom, founder collaborationPermanentPremium...


View Job
Creative Marketing Lead (JB5294)

Cape Town: Customs Entry Clerk posted by Zedcore PTY LTD 4780165421

Customs Entry Clerk must have experiences between 2 - 5 years, is responsible for accurately preparing and submitting customs documentation, ensuring...


View Job
Customs Entry Clerk

Cape Town: Overhead Crane Technician Assistant – Urgently needed posted by BB Cranes PTY Ltd

Carries out verbal instructions of the crane technicianbranch manager, on a daily basis, in terms of the production program and output required.Collects and...

View Job  Johannesburg: Cleaner

View Job
Overhead Crane Technician Assistant – Urgently needed

Cape Town: Motorcycle Drivers for Merchandising Project posted by UFC

I am looking to recruit 20 preferably female motorcycle drivers to assist with merchandising bread and confectionery across various retail stores.


View Job
Motorcycle Drivers for Merchandising Project

Cape Town City Centre: . Net Developer (30 Month Contract)

Key Responsibilities Participate in planning, requirements gathering, and deployment of enterprise-wide systems. Develop scalable, full-stack solutions...


View Job
. Net Developer (30 Month Contract)

Cape Town: Key Account Manager – Capital Equipment posted by The Recruitment Guy

An experienced KEY ACCOUNT MANAGER FOR CAPITAL EQUIPMENT is required for permanent employment based in Cape Town.To maintain and expand relationships with...


View Job
Key Account Manager – Capital Equipment

Cape Town City Centre: Executive Assistant to COO

A highly organised, professional and well presented Executive Assistant is sought for the COO of this hospitality group, based in Cape Town. Requirements...


View Job
Executive Assistant to COO

Cape Town City Centre: FRONT OFFICE ATTENDANT

Key Responsibilities Transport guests safely and comfortably to and from the airport, local destinations, and hotel events Maintain cleanliness and upkeep...


View Job
FRONT OFFICE ATTENDANT

Cape Town City Centre: Service Technician

Job Purpose The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to the companys...


View Job
Service Technician

Cape Town City Centre: SENIOR TECHNICIAN – REFRIGERATION (CAPE TOWN)

Minimum Requirements Grade 12 Matric. N6 Technical qualification. Trade-tested refrigeration qualification non-negotiable. 2-3 years of experience in...


View Job
SENIOR TECHNICIAN – REFRIGERATION (CAPE TOWN)

Cape Town City Centre: Project Manager (IT Infrastructure Domain)

Job Description Our client is seeking a highly skilled and experienced IT Infrastructure Project Manager to lead and coordinate the planning, execution, and...


View Job
Project Manager (IT Infrastructure Domain)

Cape Town City Centre: Temporary Painter

Were on the lookout for a temporary Painter to join the team at a leading site in Newlands. If you take pride in delivering neat, quality finishes and enjoy...


View Job
Temporary Painter

Cape Town City Centre: Events and Logistics Coordinator

Events and Logistics Coordinator Location Cape Town Employment Type Permanent Are you a dynamic, detail-oriented individual with a passion for events and...


View Job
Events and Logistics Coordinator

Cape Town City Centre: Financial Analyst

My client, a leader in the FMCG sector, is seeking an ambitious Financial Analyst who is eager to gain international exposure and will support the Africa...


View Job
Financial Analyst

Share this to someone who needs a job:
Posted in Jobs in Cape Town, Jobs in South Africa, Jobs in Western Cape, Other Retail

More Jobs in Your Area