Key account seller manager
The Luxury Closet
Total years of experience :15 years, 2 Months
1 - Handling all luxury items from Different brands, ensure that the needs of our VIP are being satisfied. The aim is to provide excellent services and support to promote this idea throughout the organization.
2 - Developing training material to several works aspects, from clients handling to professional email writing and so on...training staff to deliver a high standard of service.
3 - Helping to develop and implement new policies for an entire organization.
4 - Finding ways to measure customer satisfaction and improve services.
5 - Managing team of VIP associates.
6 - Investigating and solving Seller's problems, which may be complex or long-standing problems that have been passed on by assistants.
7- Arranging for events and TV appearances for marketing advertisement for the department.
8- Business development on several aspects.
9 - Analyzing statistics or other data to determine errors and how to avoid them and implement fast solutions.
10 - Developing reward system for the team as a boost for their morale and encouragement for their efforts
To support the Brand Ambassadors by assisting them in identifying their potential, continuous monitoring and coaching of their performance. To maintain a professional working relationship with the external clients.
Ensure that KPIs set by client are met
Lead and manage a team of Brand Ambassadors (4 to 8)
Develop monthly shift schedule and ensure proper allocation of resources according to projected activities
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Manage by walking around. Be visible to answer questions
Handle escalated calls/complaints and be available when agents appears to need assistance
Handle inbound and outbound requests in case of overflow
Develop contests, awards and themes that increase agents' loyalty and focus.
Produce performance reviews as established by Account Manager
Recruit and train new staff
Help the development and improvement of the Brand ambassadors
Monitor closely and quality control inbound calls, outbound calls, email response and data capture ( target based)
Do monthly individual quality feedback session with each agent
Lead individual and group coaching sessions on various topics including product knowledge, after sales services, complaint handling, brand policies etc.
Develop supporting tools
Motivate and encourage agents through positive communication and feedback
Meet at least once each week with team to review past week's events, disseminate new product, discuss interest topic for the agents and answer questions and comments.
Develop contests, awards and themes that increase agents' loyalty and focus.
Recommend actions to improve
Provide guidance and support to Brand Ambassadors on handling and investigating
Support, coach, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Be a Role Model for this.
Support juniors and seniors in the achievement of their accountabilities ensuring that they are fully briefed/debriefed in relation to their provision of superior customer service, and maintenance of standards, as per the Standard Operating Procedures.
Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments.
Support the Performance Matters Scheme by ensuring reviews are conducted, or contributed to, for team members in accordance with corporate standards and within the stipulated time limit. Establish Development Plans for frontline staff.
Encourage team members and peers to come-up with bright ideas and generate Service Improvement Feedback (SIF).
Examine and report operational problems such as delay etc.
Reply to queries from other stations, Handling Agents and Govt. Authorities
Report discrepancies in da5y to day activities and recommend solutions.
Check post-flight documents, telex, prepare reports and check sheet for accounting purposes.
Check and rectify errors by outstations
Rceive all customer complaints for any delay, damage, missillnous, replying to queries and requestes as neede.
In direct contact with customers. Reports raised for senior management about any incidents and customer relation satisfaction.
Receive payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Greet customers entering establishments.
Maintain clean and orderly checkout areas.
Resolve customer complaints.
Answer customers' questions, and provide information on procedures or policies.
Cash checks for customers.
Speak with customers to ensure satisfaction with cloyhing and service, and attend to complaints
Give good customer service.
Examine and report operational problems such as delay etc.
Reply to queries from customers, staff, management and other supervisors.