Customer Service Manager
Sun And Sand Sports
Total years of experience :11 years, 0 Months
Responsible for the overall management of a showroom
Responsible for maintaining competitive merchandise presentation
Huge focus on achieving the highest possible customer service standards
Implementation of company standards, policies and procedures
Expense management and profitability awareness
Responding to sales enquiries and customer complaints, monitoring market trends and managing the visual merchandising process.
Setting goals and developing plans for business and revenue growth
Researching, planning, and implementing new target market initiatives
Driving business growth within a company
Develop a network of contacts to attract new clients
Research new market opportunities and oversee growth projects
Making sales projections and forecasting revenue
Training business development staff
Attending conferences and industry events
Managed day to day total store operations including customer service
Responsible for the overall direction, coordination, and evaluation of several departments as well as overall store sales success.
Trained associates on "aggressive hospitality" and "suggestive selling techniques".
Reviewed operational reports to project and maximize store profitability.
Implemented merchandising and promotional plans.
Planned, assigned and directed work.
Planned, implemented, and followed-up on weekly sales programs.
Managed, controlled, and tracked store payroll and budget.
Executed communication, training and strategic plans through actively engaging with store associates and Section Supervisors
Maximising sales and minimising cost
Getting involved in Sales and motivating staff
Managing a sales team
Helping customers to know about the products
Merchandising
Paperwork
Store promotion
Understanding of routine procedures of the store and staff's
Gaining an overall view of how the branch operates and adapting to their objectives
Under the guidance of an experienced manager participates in all employee-related management functions related management functions including training, coaching, motivation, discipline, performance appraisal, conflict resolution, and the administration of human resources policies and initiatives.
Dealing with customers in a courteous, professional and diplomatic manner.
Capable of influencing the opinions of customers.
Establishing and maintaining positive customer relationships.
Able to adapt tone, language and style for different customers and situations.
Able to handle complaints, aggressive customers and difficult situations.
Visiting important accounts and clients to maintain good relations.
Delegating work according to an employee’s abilities and skills.
Effectively presenting information.
Building up effective customer service teams.
Willing to work nights, weekends, and holidays.
Ability to lead and motivate.
Analyzing and planning workflow.
Able to handle unreasonable expectations.
Ability to act on own initiative.
Being patient with demanding customers.
Well presented, polite, tactful and friendly.
Responding to issues such as service inquiries, problem resolution.
Handling customer escalations and all customer relations issues.
Relaying information in a concise and clear manner.
Managing customer expectations.
Building customer relationships and loyalty.
Quickly researching and investigating issues that concern to a customer.
Managing customer service teams, Cash Supervisors, processes, and polices.
Creating work schedules.
Conducting visual observations of how staff speak to customers.
Allocating staff resources.
Preparing daily, weekly, and monthly reports for General Manager.
Coaching and developing team members in soft skills.
Assessing the customer service department’s operational performance against set targets.
Promoting products and services.
Supervises and coordinates activities of workers engaged in customer service activities.
Delegating tasks.
Monitoring the team’s performance.
Assisting the team by performing the tasks with them.
Helping with training and development.
Completing paperwork.
Handling complaints from both staff and customers.
Reporting to senior management when required.
Plans, prepares, and devises work schedules, according workloads.
Observes and evaluates workers' performance.
Issues instructions and assigns duties to staff's.
Trains and instructs staff's.
Communicates with other departments and management to resolve problems and expedite work.
Helps workers in resolving problems and completing work.
Resolves complaints and answers questions of customers regarding services and procedures.
Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.
Greet customers and ascertain what each customer wants or needs.
Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
Maintain records related to sales.
Answer and escalate customer calls as per the customer demands
Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
Answer questions regarding the store and its merchandise.
Describe merchandise and explain use, operation, and care of merchandise to customers.
Ticket, arrange and display merchandise to promote sales.
Responsibilities
Greet customers when entering and leaving establishments
Maintain clean and tidy checkout areas
Keep reports of transactions
Pleasantly deal with customers to ensure satisfaction
Handle cash transactions with customers using Point of Sale.
Scan goods and collect payments.
Issue receipts, refunds, change .
Redeem Vouchers and coupons.
Make sales referrals, cross-sell products and introduce new ones.
Resolve customer complaints, guide them and provide relevant information.
End of the day submitting the cash and documents at the cash office.