Customer Service Team Leader
The Luxury Closet
Total years of experience :12 years, 1 Months
Reporting directly to the CEO at first and then the Operations Manager
Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
Create better modes of operations to make customer service easier for both team members and customers
Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting
Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
Step in to attend to customers that are proving difficult to team members and resolve their complaints
Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
Operate as the lead point of contact for any and all matters specific to your customers
Build and maintain strong, long-lasting customer relationships
Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
Forecast and track key account metrics
Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
Assist with high severity requests or issue escalations as needed
Teaching all areas of the primary curriculum
Responsible for the progress of a class of primary-age pupils
Organizing the classroom and learning resources and creating displays to encourage a positive learning environment
Planning, preparing and presenting lessons that cater for the needs of the whole ability range within their class
Motivating pupils with enthusiastic, imaginative presentation