Assitance Branch Manager
A&M Pty Ltd Johannesburg, SA
Total des années d'expérience :22 years, 0 Mois
■ Key Functions:
• Supported manager in performing management functions such as staffing, training and expanding business plans.
• Investigated and resolved customer’s issues and complaints regarding operational matters - Handled all queries and client feedback in a professional manner.
• Communicated with the support team and implemented the organization’s operational guidelines, standards and policies.
• Monitored and managed operational activities - Directed the branch/store/bank operational risks, financial aspects and QA and audit processes.
• Documented and prepared reports on management and information systems; presented same to manager.
■ Staffing Contributions:
• Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance.
• Designed and coordinated training programs for employees in order to enhance work efficiency - Conducted training sessions and workshops to improve the workforce and productivity of the firm.
• Maintained cordial relations with other staff and assisted them in resolving their issues
• Plan and execute sales strategies for company by influencing sales staff. Providing sales figures for staff to understand; facilitate on site sales training in meetings, conference and online seminars.
• Effective utilization of customer relationship management system (CRM) to plan, prioritize, track and measure selling activities.
• Management of customers orders, replacements and refund system
• Maintenance and management of contacts identified in order to build lasting relationship.
• Arrangement of meeting or exceeding sales quotas, marketing products, creating customer base and maintaining customer relationship after sales.
• Effective planning and Budgeting, Target setting among sales team or Representatives.
• Mapping of potential customers and generate leads for the organization and setting Brand promotion.
• Motivation of team members
• Responding to issues such as service inquiries, problem resolution, and retaining accounts.
• Handling customer escalations and all customer relations issues.
• Writing reports and business correspondence.
• Relaying information in a concise and clear manner.
• Managing customer expectations.
• Building customer relationships and loyalty.
• Quickly researching and investigating issues that concern a customer.
• Managing customer service teams, processes, and polices.
• Creating work schedules.
• Conducting visual observations of how staff speaks to customers.
• Allocating staff resources.
• Preparing daily, weekly, and monthly reports for senior managers.
• Coaching and developing team members in soft skills.
• Assessing the customer service department’s operational performance against set targets.
• Promoting products and services
Budget control, Clients management, Reconciliation, Account management etc.