Team leader
EMAAR MALLS
Total des années d'expérience :19 years, 11 Mois
• Organizing workflow to ensure fast and efficient service is provided.
• To conduct staff monthly customer service excellence.
• Communicating and coordinating with internal departments.
• Organizing and keeping records.
• Prepare and distribute customer activity reports.
• To survey and identify any health and safety hazards and report to the management.
• Resolving complaints and direct unresolved issues or requests to the designated resource.
• Conducting guest survey and recording complaints, comments and feedback.
• Ensuring there is adequate staffing in all zones.
• Coordinate and provide direction to staff to ensure that all duties are completed.
• Ensure that the highest level of customer service is delivered to all customers;
• Monitor the quality and efficiency of service and improve as required.
• Implement work procedures in line with the directions of the manager.
• Monitor and correct the performance of the staff and report to the manager.
• Communicating directly with the manager in relation to any staffing issues.
• Proactively identify any opportunities for improvement and propose suggestions or solutions to the manager.
• Maintaining and developing relationships with existing customers.
• Gathering market and customer information.
• Acting as a contact between the company and its existing and potential markets.
• Recording sales and order information and sending copies to the sales office.
• Negotiating the terms of sales and closing deals.
• Advising on forthcoming products and promotions.
• Liaising with suppliers to check the progress of existing orders.
• Gaining a clear understanding of a customer’s business and requirements.
• Responding to incoming emails and calls.
• Answering all incoming calls.
• Transfer all incoming calls to the correct extension.
• Answering client’s queries and booking appointments.
• Creating and filing client’s records.
• Resolving client’s complaints and transferring unresolved one’s to relevant departments.
• Contacting client’s to answer their inquiries or notify them on any changes.
• Performing other duties as may be required by the manager.