Customer Service Executive
Subway
Total years of experience :18 years, 10 months
● Provide outstanding Customer Service (lots of smiles)
● Make sandwiches and salads in front of the customer
● Run the cash register
● Take phone/fax orders
● Prep veggies and meat
● Bake fresh bread and cookies
● Stock ingredients
● Wash dishes
● Keep the store immaculately clean
● Manage administration.
● Manage a team of 10 people handling inbound and outbound calls.
● Responsible for mentoring, coaching, team developing and overall general management operations of the Department.
● Conduct team meetings to address process workflow initiatives, employee performance standards as well as any other employee issues (as needed)
● Partnering with human resources in conducting training, disciplinary and grievances meetings, recruitments and performance management for the department employees.
● Assist the Senior Operations Manager with the development and implementation of departmental procedures to achieve key result areas, cost savings and operational efficiencies.
● Track and maintain daily workforce reports to ensure ongoing productivity and efficiency standards
● Communicate and coordinate with internal departments.
● Handle customer contacts in a manner that supports the call center’s objectives and own performance goals, as outlined by the team leaders.
● Handle, resolve and responds promptly to customer inquiries and complaints
● Deal directly with customers either by telephone, electronically or face to face.
● Obtain and evaluate all relevant information to handle inquiries and complaints.
● Perform customer verifications.
● Direct requests and unresolved issues to the designated resource.
● Manage customers' accounts.
● Prepares correspondence, files, reports and other written documentation, reviews, processes and monitor documents such as contracts, agreements, specialized files and records.
● Follow up on customer interactions.
● Receiving and answering inbound calls from potential clients / current clients / tenants / landlords, etc regarding inquiries, request or complaints in a timely and efficient manner.
● Providing accurate information in a clear, courteous and professional manner.
● Correctly identifying caller’s needs and forwarding the calls accurately to respective agents / divisions.
● Identifying and reporting all customer complaints to the appropriate division manager or immediate manager.
● Ensuring, as far as possible, that all complaints and concerns are attended to speedily and satisfactorily.
● Briefing your immediate manager on any significant issues.
● Monitoring a call tracking system to analysis & ensure that all calls are attended to in a timely fashion.
● Negotiation
● Bifurcating leads into sales and leasing.
● Allocating sales lead to sales Team.
● Allocating leads for leasing to respective leasing officer
● Timely support to sales team.
● Daily lead report Reports
● Checking and calling back the clients to follow up if needs have been resolved.
● Reporting on daily basis all the activities.
● Support and provide superior service via phones, e-mails and faxes as a receiver and caller.
● Use questioning and listening skills that support effective telephone communication.
● Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
● Understand the impact of attitude in handling calls professionally.
● Effectively deal with job stress, angry callers, and upset customers.
● Use the most appropriate way to communicate with different behavior types on the telephone.
● Apply the elements of building positive rapport with different types of customers over the phone.
● Apply the proper telephone etiquette to satisfy various customer situations.
● Apply appropriate actions to effectively control a telephone call.
● Identify voice skills and how to enhance a good telephone presentation.
● Meets commitments to customers.
● Other duties as assigned.
● Display Time flexibility towards shifts as per work floor requirements
● Serve existing accounts and build excellent relationship with customers
● Visit client, organize and conduct presentations to potential and existing customers if needed
● Monitor all prospects and leads to ensure an acceptable conversion rate is achieved
● Converting inquiries into orders
● Follow up with on going projects to ensure clients satisfaction
● Assist the Sales Manager with duties related to word processing, account management, customer service and customer follow up.
● Contact businesses and private individuals by telephone to promote products, services and/or charitable causes
● Solicit orders for goods and services over the telephone
● Explain the product or service to potential customers
● Deliver scripted sales pitch to the customer
● Adjust scripted sales pitch to meet needs of specific individuals
● Provide pricing details
● Handle customer questions
● Obtain customer information including names and addresses
● Record customer details including reaction to the product or service offered
● Receive orders over the telephone and input details into the computer system
● Confirm orders placed with field sales representatives
● Obtain contact details of potential customers from sources including telephone directories and purchased lists
● Schedule appointments for sales staff to meet prospective customers
● Conduct customer and marketing surveys
● Answer telephone calls from potential customers who are responding to advertisements
● Contact customers to follow up on initial interaction
● Manage a team of 20 people (service crew) and make sure that day-to-day performance are meet according to proper standards set.
● Ensure employees are working in safe conditions and reinforcing proactive behavior in the application of safety measures and techniques.
● Propose new ideas and suggestions in terms of process improvements
● Assign and schedule work based on the section work schedule.
● Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
● Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes.
● Delegate tasks based on ability of staff, ensuring whenever possible a fair and even distribution of work among them
● Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Measure employee satisfaction and recommend initiatives to increase.
● Any other appropriate duties and responsibilities as assigned.
Teach people about the gospel and prepare interested individuals for baptism into the LDS church.