Team Lead – E-Commerce Customer Service Job at Pepkor Lifestyle

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

 Closing Date 12 January 2026