WHO WE ARE AT BASH

We are a team of leaders, bold thinkers and friends, and we’re on a mission to create remarkable omni-channel experiences for our customers.

We believe that by being Bold, Accountable, Simple and Human, our values will lead us forward, keeping us real, connected and directed.

By leveraging the power of technology and exceptional talent, we are building products that bring the physical and digital world together to create communities that prosper. This journey requires grit, ambition and teamwork as we transform SA retail for the better.

And we’re only just getting started. Now is the time to jump onboard.

We are creating a leading omni-channel retailer that seamlessly offers customers: digital and physical shopping experiences, wide-ranging logistics services, bespoke financial services, and value-added services and are looking for a new Customer Support Team Lead to join our Customer Support team.

We are in a stage of growth where an experienced Customer Support Team Lead will help us bring a customer-centric focus to our team at scale while elevating the brand essence. This role is broad and rewarding as you will be responsible for providing service to our clients and team.

WHAT YOU’LL DO

Lead, coach and motivate your team
Are aware of the stress points within your team and act to address those in real-time first.
Mentor all agents on the company values and expected behaviours
Create an environment promoting team development and building
Constantly push the team to improve through the right metrics and challenges
Conduct monthly performance reviews and ensure performance improvement plans are in place for underperformers
Assess any service failures, root causes and take appropriate action to ensure improvement in the relevant areas
Ensure SOP's are communicated to the team
Manage and resolve people-related problems, including absenteeism
Provide regular feedback to CSM on team's performance, and engage with agents on areas of development
Review and approve overtime for payroll
Ensure the team achieve high-quality customer service by providing prompt, efficient, detailed and high-quality customer-oriented service.

WHO YOU ARE:

This job is for you if you have:

Matric Essential
Call Centre diploma or equivalent (advantageous)
2+ years experience as a people manager
2-3 Years Call Centre experience
1-2 Years eCommerce / Online shopping support experience essential
High level of computer literacy, including Google suite, and experience working on CRM systems such as Freshdesk or equivalent products
Comfortable working between multiple systems and multitasking in a fast-paced environment
Leadership skills & mentorship qualities
Results-oriented
Structure & Process Driven
Understand the emotion of the agent & customer and create processes that allow effectiveness across all channels

Skills you already have:

Well spoken and can communicate clearly & concisely
Solution Finder
Resourceful - Enjoy research and learning
Basic understanding of math & numeracy"
Strong organizational and time management skills.
Internet savvy, familiarity with e-commerce.
Must have a sense of urgency, be self-motivated, and be proactive.

JOINING THE BASH TEAM

Working remotely has its benefits and we play to them with our flexible, digital working model. We empower our people to choose where they would like to do their best work, with the tools they need to get there but we also encourage our teams to travel so we can also make magic happen face to face. Our offices are a vibe, which doesn’t hurt. They are decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more.

BASH PERKS

Our perks are supercharged by our intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country.

Best of the Best- The wealth of talent we have will surprise + inspire you

Security within a startup- The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in.

Agency and Optionality- Use the ambition and collective force of our talent to drive your career in the direction you dream.

Connection and Friendship- We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes.

Top $$ The best people, in the right roles, earning at the top tier.

Your Time- We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it.

Exclusive Shopping Discount- Save when you shop across over 500 brands in-store and on bash.com.

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