Customer Success Team Leader

About us

Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!

About You

You’re not just a helper; you're a motivator and a leader. You know that each customer interaction is a chance to turn things around, not just for the customer but also for your team. Guiding and inspiring others comes naturally to you, and you thrive in a fast-paced environment where quick, effective solutions are your team’s calling card.

As a Customer Service Team Leader, you’ll oversee and support our customer service team, ensuring they deliver exceptional customer experiences consistently. You will lead by example, addressing complex customer issues while also guiding the team in skill development, issue resolution, and prioritizing customer needs. You’ll keep a keen eye on workload, team morale, and customer service trends, using these insights to make improvements and elevate the team's performance.

Responsibilities:

• Guide, train, and motivate the team, fostering a high-performing, customer-focused culture. Coach team members on growth, communication, and professionalism.
• Oversee task distribution, monitor SLAs/KPIs, and ensure the team meets OneDayOnly’s standards and business goals.
• Act as the escalation point for complex cases, setting an example in contact handling. Deliver regular training to keep the team updated.
• 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.

Experience and Qualifications:

• 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.