Customer Service Team Leader
Alfardan Exchange L.L.C
Total des années d'expérience :8 years, 11 Mois
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Did spot-checks listening in on calls to make certain team followed provided scripts.
• Supervised outbound team to ensure they followed computer-generated lead order and exhibited courtesy at all times.
• Ran monthly goal contests with rewards.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Evaluate all branch staff and ensure that they are aware of customer service standards and all our services/ products and its activities.
• Motivate and counsel employees to maintain consistent high performance standards and efficiency.
• Review daily performance reports and evaluate the branch's performance.
• Facilitate & administer the marketing activities of the branch.
• Effectively manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Builds customer intimacy with our customers.
• Respond to client inquiries related to other department (Planning, Sales and Finance) to Feedback the most relevant information.
• Coordinate customer requirements and plants capabilities.
• Maintain a clear and efficient communication flow with customers and highlight potential Issues, opportunities and action plan.
• Continuously capture relevant information on Customers, products, processes and Systems to ensure a high level of customer satisfaction.
• Proactively seeks innovative ways to enhance Customer Care and improve
Operating efficiencies.
• Monitors relevant indicators that measure the level of service and proposes related Action plans for service improvements.
• Cash handling and mathematics.
• Customer service.
• Computer knowledge.
• Organization.
• Problem-solving.
• Written and verbal communication.
• Processing transactions.
• Attention to detail.
Business Administration, Management, Economic, Accounting
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