DUTIES AND RESPONSIBILITIES: 1.
Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experience 2.
Monitoring, leading, and training team members 3.
Investigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growth 4.
Ensure daily customer service operations are executed smoothly and efficiently 5.
Provide a terrific customer service experience 6.
Train team members to provide professional and friendly service 7.
Be an expert in interacting with customers 8.
Convey and distribute important information and tasks effectively 9.
Train and motivate employees successfully 10.
Handle difficult situations through precise communication 11.
Supervise a team of customer care representatives 12.
Provide assistance and leadership in any situation 13.
Demonstrate outstanding problem-solving abilities 14.
Identify and solve problems quickly and appropriately 15.
Handle customer and employee issues effectively and quickly 16.
Keep track of multiple assignments, tasks, meetings, and schedules 17.
Maintain a perfect organization system to stay focused and perform well 18.
Monitor and supervise customer service staff and daily activities, operations, rosters and discipline 19.
Evaluate the staff performance and provide them with regular feedback 20.
Assist staff with duties if needed – Taking calls, clearing complaints dashboards 21.
Train new team members on customer service activities and company policies 22.
Track and monitor refunds 23.
Deal with customer problems and strive to fix them 24.
Establish and implement customer service policies and strategies 25.
Create and organize work schedules and shifts 26.
Delegate tasks and assignments 27.
Communicate with customers and ensure outstanding customer satisfaction 28.
Perform data and statistical analysis 29.
Write and prepare reports on overall customer satisfaction and complaints 30.
Collect customer feedback and implement changes where necessary REQUIREMENTS: 1.
Diploma in business administration, customer service, or a related field 2.
3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/ Team Leader role 3.
Proven track record of handling escalated customer issues effectively 4.
Previous working experience in customer service – Fast food industry (Advantageous) 5.
Computer proficiency – Microsoft Office Suite, proficient in Excel 6.
Outstanding supervisory skills 7.
Exceptional customer service and communication skills 8.
Organization and the ability to delegate tasks 9.
Strong problem-solving skills 10.
Motivation and coaching abilities #J-18808-Ljbffr