Team Lead - E-Commerce Customer Service

Introduction Pepkor Lifestyle is seeking a motivated and experienced Team Lead E-Commerce Customer Service to join our dynamic E-Commerce environment. This role is critical in ensuring the delivery of exceptional customer service while driving operational efficiency, compliance, and continuous improvement in line with Pepkor Lifestyle standards. Role Description The Team Lead will be responsible for overseeing the day-to-day operations of the E-Commerce Customer Service function. The role requires a hands-on leader who can effectively manage team performance, resolve escalated customer queries, and ensure service level agreements (SLAs) are consistently met. The successful candidate will foster a high-performance, customer-centric culture aligned to Pepkor Lifestyle values, policies, and processes. Key Responsibilities Lead, motivate, and manage Customer Service Agents to achieve productivity, quality, and customer satisfaction targets Monitor daily operations, workflow allocation, and turnaround times Manage performance through coaching, feedback, and development initiatives Resolve escalated customer queries and complaints within agreed service levels Ensure compliance with Pepkor Lifestyle customer service policies, procedures, and safety standards Drive continuous improvement initiatives and promote customer-centric behaviours Maintain effective working relationships with internal stakeholders and service partners Minimum Requirements Grade 12 (Essential) Certificate in Call Centre Operations or Basic Management (Advantageous) Minimum of 2 years experience in a Customer Service Team Lead or supervisory role Strong people management, communication, and problem-solving skills Experience working with CRM systems and performance reporting Retail or E-Commerce customer service experience (preferred) Key Competencies Customer-focused and results-driven Ability to work effectively under pressure Strong leadership, coaching, and conflict management skills Analytical mind-set with a continuous improvement focus