Job Description The Customer Service Team Leader will be responsible for overseeing the day-to-day operations of our customer service team. This individual will manage workflow, provide guidance and support to customer service representatives, and ensure that customer inquiries and orders are handled promptly and professionally. Your responsibilities include: Develop and implement customer service policies and procedures. Monitor customer service representatives' performance and provide ongoing coaching and feedback. Resolve customer complaints and inquiries in a timely and efficient manner. Analyse customer service trends and recommend improvements. Train and onboard new customer service representatives. Monitor customer service representatives' adherence to company policies and procedures. Ensure customer service representatives maintain a high level of customer service. Prepare and analyse customer service reports. Foster an environment of collaboration and teamwork among customer service representatives. Requirements Someone who is aligned to our values and approach and: Bachelor's degree in Business Administration or related field Minimum of 5 years of experience in customer service 2 years of experience leading a team Excellent leadership and organisational skills Strong communication, problem-solving, and decision-making skills Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) Able to handle multiple tasks and prioritize effectively Able to motivate and mentor customer service representatives Knowledge of customer service software and systems Our Approach Our vision is to create access for anybody in Africa. Our approach to achieving this is to: Take action Execute exceptionally Embrace change Be transparent Prioritise our customers and lastly and most importantly Dream BIG At Pargo, we attract individuals who are driven to make an impact. As a collective of creators, we thrive on the chance to shape the future of business, not merely be a part of it. Were in a pivotal stage where every team member plays a crucial role in shaping the company we envision—a place where innovation and collaboration flourish. So, if youre ready to dive in, roll up your sleeves, and contribute to crafting the workplace you are proud of, welcome to Pargo! If you are this person you can expect lots of room for growth, high earning potential through our uncapped commission structure, encouragement, and support to pursue your growth and development goals to become your best self Benefits We have a great young team of hard-working colleagues who enjoy the following benefits: Be part of a world-class team with exciting growth opportunities Insight into the running of a high-growth, innovative start-up A dynamic office culture with room for creativity, change, and self-expression, your opinion is valued and you have a voice Contribution to medical aid and life cover 22 days paid leave Encouragement of own initiatives Space for self-growth Enrolment in personal training programmes Fun activities with a cool team that regularly gets together to do things like action cricket, pub quizzes, and runs. About Pargo Pargo is a smart logistics company based in Cape Town that makes last-mile distribution more accessible, affordable and convenient through our network of tech-enabled pickup points. Founded in 2015, Pargo now boasts one of the country's largest networks with more than 4,000 pickup points nationally. We empower consumers, companies, and couriers to send and receive parcels across Southern Africa ? and we are on a mission to create access for anybody in Africa. This mission guides us as we continue to strive to be a key enabler of e-commerce on the continent. Requirements Your primary focus is to drive acquisition and onboarding of access points to aggressively and strategically expand our access point network. You will identify and prioritise suitable potential access points, create a strong pipeline and manage the end-to-end acquisition process. You are a hunter with great negotiation and closing skills and will also manage your accounts long term, build strong relationships and play a pivotal role in enhancing service quality and compliance. By working together with the operational, support and marketing team you will ensure the nurturing of these relationships and sustainable growth. You are a detail-oriented individual with strong administrative skills who is always in control of their pipeline and portfolio.
