Job Information
OneDayOnly Offers (Pty) Ltd Reverse Logistics Team Leader in Ndabeni, South Africa
About Us
Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.
We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!
About You
We're on the hunt for a Reverse Logistics Team Leader who is switched on, solutions-focused, and ready to lead from the front. You aren't just a manager; you're an operational maestro who balances the flow of physical stock with the precision of digital data.
You are a self-starter who takes full ownership, driving tasks through to completion without needing a nudge. As a hands-on leader, you thrive on the floor with your sleeves rolled up, coaching and solving puzzles alongside your team rather than from a distance. You stay close to the work to lead by example, ensuring that "OneDayOnly quality" is maintained at every step of the return journey.
Responsibilities:
Operational Coordination & Workload: Oversee daily task allocation and manage the ebb and flow of return volumes. You are organised and deadline-driven, knowing exactly how to prioritise and multi-task to keep the pipeline moving without reminders.
Hands-on Leadership: Lead, coach, and motivate your team to deliver excellence. You'll be present on the floor, assisting with tricky physical assessments and providing live coaching to help agents grow.
Solutions-Focused Troubleshooting: You see problems as puzzles, not roadblocks. Whether it's a "mystery parcel" or a complex courier claim, you identify gaps, take initiative, and bring the team along with you to find a fix.
Cross-Functional Collaboration: You are a collaborator at heart, working seamlessly across departments to troubleshoot workflows and improve the customer experience.
Tech & Data Management: Being tech-savvy, you'll navigate Zendesk, Google Workspace, and Asana with ease, ensuring all documentation is accurate and performance trends are spotted early.
Communication Excellence: You are a clear, calm, and capable communicator, whether you're de-escalating a frustrated customer or delivering a performance feedback session to an agent.
Performance Ownership: Monitor SLAs and KPIs with a professional and positive attitude, passionate about delivering top-notch service - every time.
Experience and Qualifications:
Matric (Grade 12): A tertiary qualification is a plus.
Experience: Minimum 3 - 4 years in customer service or logistics, with at least 2 years in a team leader or supervisory role, preferably in an eCommerce or warehouse environment.
Systems: Proficient in customer service platforms (Zendesk/Freshdesk), Google Workspace, and quick to learn new software.
Legal Knowledge: Sound working knowledge of the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) as they relate to retail returns and refunds.
Attributes: High attention to detail, highly adaptable, and a team player who takes initiative.
Values
Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.
Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.