Subscribe to Job Alert
Join our happy subscribers
Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
The Shoprite Group of Companies, comprising several iconic brands, is the largest retailer in Africa. It started out as a group of eight grocery stores in 1979, and has grown into a technologically-advanced, continent-wide business selling items from food, liquor and medicine, to concert tickets and furniture. Today the Group is at the forefront of retail...
Read more about this company
Purpose of the Job
As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 10-18 Customer Service Agents). The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers. The role aligns with and supports the Customer Service Manager to co-create solutions, service scripts, and standards with multiple stakeholders by placing the customer experience at the centre and evolving the service delivery model. Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service – the mission of this role is to create a best-in-class customer service experience as measured by the performance of their team within the bigger picture. The role reports into the Customer Service Manager and manages directly reporting Customer Service Agents to ensure they are equipped with the right tools and development offerings to deliver customer service excellence. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.
Job Advert Details
Job Category
Customer Service
Job Objectives
Customer Centric Delivery
People (Self, Team & Organisational)
Financial, Reporting and BI
Governance & Compliance
Future-Fit
Qualifications
Experience
Knowledge and Skills
Build your CV for free. Download in different templates.
Join our happy subscribers