DUTIES AND RESPONSIBILITIES:
Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experience
Monitoring, leading, and training team members
Investigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growth
Ensure daily customer service operations are executed smoothly and efficiently
Provide a terrific customer service experience
Train team members to provide professional and friendly service
Be an expert in interacting with customers
Convey and distribute important information and tasks effectively
Train and motivate employees successfully
Handle difficult situations through precise communication
Supervise a team of customer care representatives
Provide assistance and leadership in any situation
Demonstrate outstanding problem-solving abilities
Identify and solve problems quickly and appropriately
Handle customer and employee issues effectively and quickly
Keep track of multiple assignments, tasks, meetings, and schedules
Maintain a perfect organization system to stay focused and perform well
Monitor and supervise customer service staff and daily activities, operations, rosters and discipline
Evaluate the staff performance and provide them with regular feedback
Assist staff with duties if needed – Taking calls, clearing complaints dashboards
Train new team members on customer service activities and company policies
Track and monitor refunds
Deal with customer problems and strive to fix them
Establish and implement customer service policies and strategies
Create and organize work schedules and shifts
Delegate tasks and assignments
Communicate with customers and ensure outstanding customer satisfaction
Perform data and statistical analysis
Write and prepare reports on overall customer satisfaction and complaints
Collect customer feedback and implement changes where necessary
REQUIREMENTS:
Diploma in business administration, customer service, or a related field
3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/ Team Leader role
Proven track record of handling escalated customer issues effectively
Previous working experience in customer service – Fast food industry (Advantageous)
Computer proficiency – Microsoft Office Suite, proficient in Excel
Outstanding supervisory skills
Exceptional customer service and communication skills
Organization and the ability to delegate tasks
Strong problem-solving skills
Motivation and coaching abilities
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