Customer Services Team Leader
Sama Dental
Total des années d'expérience :8 years, 0 Mois
1. Supervision: Oversee and manage the customer service team's daily activities.
2. Training and Development: Train, mentor, and provide guidance to team members.
3. Performance Monitoring: Track team performance and provide feedback for improvement.
4. Problem Resolution: Assist in resolving complex customer issues and escalations.
5. Process Improvement: Identify areas for efficiency and service quality improvement.
6. Reporting: Generate reports on team performance and customer service metrics.
7. Customer Feedback: Gather and analyze customer feedback to make necessary adjustments.
8. Scheduling: Plan work schedules and ensure adequate coverage during peak times.
9. Quality Assurance: Implement quality control measures and ensure adherence to company standards.
10. Communication: Act as a liaison between the team and upper management, and maintain open communication within the team.
11. Conflict Resolution: Address conflicts and issues within the team and work to find solutions.
12. Goal Setting: Set performance goals and objectives for the team.
13. Compliance: Ensure the team follows company policies and procedures.
14. Customer Satisfaction: Focus on improving overall customer satisfaction and loyalty.
15. Team Motivation: Keep the team motivated and engaged in their work.
Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
worked as customer service agent handling inbound and outbound calls solving customers complains following up with drivers, kitchen production, quality control and renewing customers subscriptions adding new customers in our system plus worked as receptionist serves customers by greeting and helping them, scheduling appointments, and maintaining records and accounts, comfort customers by anticipating customers’ anxieties, answering customers questions, and maintaining the reception area.
Responsibilities
Greet and welcome guests as soon as they arrive at the office
Direct visitors to the appropriate person and office
Answer, screen and forward incoming phone calls
Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
Provide basic and accurate information in-person and via phone/email
Receive, sort and distribute daily mail/deliveries
Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)
Order front office supplies and keep inventory of stock
Update calendars and schedule meetings
Arrange travel and accommodations, and prepare vouchers
Keep updated records of office expenses and costs
Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing
Responsibilities:
Greet customers.
Help customers find items in the store.
Check for stock at other branches or order requested stock for customers.
Provide customers with information about items.
Ring up purchases.
Elevate complaints to management.
Keep track of inventory.
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