WHO WE ARE AT BASH 

We are a team of leaders - true owners, humble learners and friends. We’re here to overcome big challenges, build tech solutions for people to enjoy, while doing the best work of our careers, together, as Bash. 

This journey requires grit, ambition and teamwork to thrive. We are transforming SA retail for the better; using a stable, secure base as our catalyst for change. We are building on a scale that will test our limits but when we break through, the impact on us and our customers will be profound.

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: WHERE YOU’LL BE

We are intentional about connecting and give you the tools & equipment to enable you to do work that matters. We also believe that doing certain types of work happens best organically which is why we encourage our teams to travel so we can make magic happen face to face. Our offices are a vibe. They are decked out to make collaboration easy and help our team create lasting connections with each other. 

BASH BENEFITS: WHAT’S IN IT FOR YOU? A seriously smart team of people! We are selective about who joins our team to make sure we’re made up of the best of the best Agency: Structures remain flat, accountability wide Top $$: The best people, in the right roles, earning at the top tier. Our ethos is about quality and aligning merit and output with the rewards. We believe in reciprocity.  Saving for your future: Saving is not easy. Taking a chunk monthly for your future is imperative. We provide the fund and support to do just that Quarterly parties: Connection and community is our jam Extensive opportunity to learn: Library, interest groups and team rotations Exclusive shopping discount: Save when you shop across 29 of SAs biggest brands