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    • Customer Success Team Lead Position - Cape Town - OneDayOnly Offers (Pty) Ltd

    OneDayOnly Offers (Pty) Ltd
    OneDayOnly Offers (Pty) Ltd Cape Town

    1 month ago

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    Description

    About OneDayOnly Offers (Pty) Ltd

    We are a dynamic daily deals hub with a passion for providing exceptional customer experiences. Our team is dedicated to delivering high-quality products and services that meet the evolving needs of our customers.

    Job Summary:

    We are seeking an experienced Customer Success Team Leader to oversee and support our customer service team. As a key member of our leadership team, you will be responsible for guiding and motivating your team to deliver outstanding customer experiences consistently.

    About You

    You have a strong track record in customer service leadership, with a proven ability to motivate and develop teams. You possess excellent communication and interpersonal skills, with the ability to handle complex customer queries with empathy and professionalism.

    As a Customer Service Team Leader at OneDayOnly Offers (Pty) Ltd, you will be responsible for overseeing task distribution, monitoring SLAs/KPIs, and ensuring the team meets our standards and business goals. You will act as the escalation point for complex cases, setting an example in contact handling, and deliver regular training to keep the team updated.

    Key Responsibilities:

    • Guide, train, and motivate the team to foster a high-performing, customer-focused culture.
    • Oversee task distribution, monitor SLAs/KPIs, and ensure the team meets our standards and business goals.
    • Act as the escalation point for complex cases, setting an example in contact handling.
    • Monitor individual and team KPIs, identify trends, and provide actionable feedback for improvement.
    • Work closely with Buying, Logistics, and IT to resolve issues efficiently and improve workflows.
    • Drive engagement by setting clear goals, supporting high standards, and ensuring timely task completion.

    Requirements:

    To succeed in this role, you will need:

    • A Matric Certificate; tertiary qualification is a plus.
    • Minimum of 2-3 years' experience in customer service, with at least 1 year in a leadership or supervisory role, preferably within an eCommerce environment.
    • Strong verbal, written, and interpersonal communication skills, with an ability to handle complex queries and communicate with empathy.
    • Strong analytical skills with a proactive approach to identifying and addressing issues.
    • Highly organized, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
    • Experience mentoring and developing team members, with a focus on fostering a positive and collaborative team environment.
    • Comfortable with customer service ticketing systems (e.g., ZenDesk, Freshdesk), Excel, and the ability to learn new software quickly.
    • Flexible, customer-focused, and able to respond to changing priorities with ease.
    • Meticulous in maintaining records and ensuring accurate information sharing across all relevant platforms and documentation.

    Rewards and Benefits:

    We offer a competitive salary range of R450,000 - R650,000 per annum, depending on experience, plus a comprehensive benefits package, including medical aid, retirement funding, and annual leave.

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