Client Relations Team Lead

Takealot.com, a leading South African online retailer, is looking for a highly talented Compliance Team Lead to join our Takealot Delivery Team in Cape Town, reporting to the Franchise Compliance & Training Manager.

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us.  We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

Team Management

• Lead a dedicated, high-performing team of agents, providing mentorship and support.
• Conduct regular performance reviews and provide actionable feedback.
• Monitor and track KPIs, including response time, resolution time, customer satisfaction, and complaint resolution rates.
• Foster team growth by identifying training opportunities and updating SOPs and guidelines to reflect evolving business needs.

Complaint Resolution

• Oversee and ensure the timely resolution of complaints through efficient administrative processes.
• Investigate and resolve logistics escalations, providing actionable resolutions to branches.
• Liaise with TDT branches, Distribution Centers (DCs), Supply Chain, and other teams to facilitate complaint resolutions.
• Communicate directly with branches to obtain necessary information for investigation and resolution.

Reporting & Documentation

• Compile and submit accurate reports (daily, weekly, and monthly) within stipulated timelines.
• Maintain team trackers to monitor progress, identify trends, and generate actionable insights.
• Delegate reporting tasks to enhance team capacity and skill development.
• Document all processes, protocols, and resolutions for training and operational reference.

Process Improvement

• Conduct gap analyses to identify inefficiencies and propose operational improvements.
• Implement preventative measures to reduce relogged complaints to below 1.5%.
• Provide insights and recommendations to improve service levels within the franchise network.
• Track data accuracy and ensure timely communication of updates to stakeholders.

Stakeholder Engagement

• Build and maintain collaborative relationships with internal and external stakeholders.
• Organize team hub visits to strengthen cross-functional understanding and communication.
• Provide feedback and support to Franchise Compliance Coordinators (FCCs) and Franchise Managers (FMs) to drive operational excellence.

General Duties

• Manage credit requests and align with business standards.
• Support business objectives through management of projects within the financial year.
• Support OTP tracking and other business initiatives.
• Mentor and coach team members to foster knowledge transfer and professional growth.
• Perform additional duties as required by operational needs.

 

Attributes required:

• Exceptional problem-solving and logical thinking skills.
• Ability to adapt quickly to evolving processes and business needs.
• High attention to detail and excellent interpersonal skills.
• Strong communication skills, both verbal and written, for effective collaboration.
• Proven people management skills to lead and inspire a diverse team.
• Self-motivated and target-driven with the ability to perform under pressure.
• Advanced project management and organizational abilities.
• Positive, solution-oriented approach, open to feedback and willing to embrace change.

Minimum qualification and experience requirements:

• Matric Certificate or equivalent qualification (tertiary qualification advantageous).
• At least 3 years of experience in a team lead or similar role.
• Proven experience in complaints handling and customer service.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Experience with Zendesk or other ticketing systems advantageous.
• Background in food delivery customer service advantageous.

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind, so come and join us!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.