customer service team leader
- Supervised the front end employees as necessary.
- Delegated tasks throughout the day for the customer service department to run efficiently.
- Managing meetings and events.
- Interviewed potential candidates and followed through with the new hire process if required.
- Personal and company success driven: Result- oriented and highly responsible.
- Know how to promote, demonstrate and sell.
- Exceptional customer service, experience in guiding customers towards optimal sales.
customer service team leader
- Coaching and development of all team members on the Front-End.
- Planning and executing methods to maintain and reach company goals.
- Interview, select and train all new Courtesy Clerks.
- Writing a schedule to meet stores needs.
- Satisfying Customer Concerns
customer service team leader
- Responsible for managing a team of 20 people in the customer service team.
- Overseeing two teams, Malaysia and Singapore.
- Prepare daily, weekly, monthly reports for the management team.
- Investigate complaints from escalations and ensuring cases gets resolved within the set service level agreement.
- Identify areas of improvements and discuss with relevant teams to work out with development plans and execute strategies for the customer service team to provide the best service quality.
- Ensure that all staff are adequately trained and identify any additional training needed to achieve working standards.
- Conduct training and coaching sessions for underperforming agents.
customer service team leader
- Monitored a team of customer service representatives and made sure everyone followed the necessary store policies.
- Helped to tailor the store layout for promotional needs and specific to the customer demands.
- Reviewed every team member’s performance and provided feedback for their refinement.
- Closely monitored the weekly sale reports and briefed the team about new product launches and promotions.
- Understanding sales forecast of fast moving products to meet supply and demand needs.
- Established high store safety standards to enhance work place safety and eliminate any injury hazards.
customer service team leader
- Maintain a strong and deep relationship with accounts under direct management – achieve an NPS of at least 80% as per internal measurement mechanisms
- Identify opportunities for cross-selling, upselling and stimulating organic growth of Britam products and coordinate the customer retention team initiatives
- Follow through on all issues to ensure closure within stipulated SLAs – 95% adherence to service level agreements and give progressive feedback on potential breach of SLA in CRM
- Train new employees on company systems and procedures
customer service team leader
- Consistently monitored, coached sided-by-sides and one-on-ones with representatives to ensure quality and efficiency goals are met
- Worked as a member/leader of on-going projects to drive process improvements and represented the team on special projects and initiatives
- Provided floor presence and answered all questions as the subject matter expert across all lines of business and software applications
- Assisted, trained and supported the implementation of new business, procedures and call center strategies and tactics
- Handled escalated calls as needed and conducted research and follow-through to ensure resolution, education and/or coaching to representative as necessary
- Acted as a liaison with other departments or managers to resolve customer issues
- Scheduled, coached and organized work assignments and served as back-up to subordinate staff including taking calls from queue and completing daily projects
customer service team leader
- Providing daily direction and communicating to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner;
- Providing continual evaluation of processes and procedures.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers;
- Writing and administrating performance reviews for skill improvement;
- Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives;
- Ensuring that employee attendance, absence and working hours for the team are logged accurately;
- Keep up with day-to-day management duties such as scheduling, shift, approvals and one on one meetings;
customer service team leader
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Manage a Team of 10 Customer service agents in Australia and Kolkata India.
- Met quality and productivity goals for Public Sector customers during first months of its start-up operations in Mexico, through development of a highly effective teamwork environment.
customer service team leader
- Prepare monthly Customer Experience/Voice of Customer /NPS and CSAT reports
- Design and Implement the Customer Service Charter in line with Treating Customers Fairly (TCF) principles
- Coordinate client and service provider visits together with the Campaign Manager
- Coordinate the annual Customer Service Week, Customer service gala and Customer Service CSR initiatives
- Keep abreast of best practices (locally and internationally) and make appropriate recommendations within the customer experience team.
- Collaborates with other departments to ensure that best practices and a standard approach is followed.
- Effectively manage client services query and complaints management ensuring adherence to set service levels.
customer service team leader
- Resolve customer complaints and answer customers’ questions regarding policies and procedures
- Supervise the work of office and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Research, compile, and prepare reports, manuals, correspondence, and other information required by management
- Coordinate or perform activities associated with shipping, receiving, distribution, or transportation with other departments
customer service team leader
- BCM Reporting
- Weekly and monthly reporting
- Work along side Business Managers and Reverse Logistics Operations Manager to provide best out come for customers and employees
- On after hours pager for urgent enquiries and orders
customer service team leader
- Check to ensure that appropriate changes were made to resolve customers’ problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Resolve customer complaints or answer customers’ questions regarding policies and procedures.
- Manage a Team of 30 Customer service agents.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
customer service team leader
- Take food and drink orders and receive payment
- Prepare food orders according to instruction and work on several orders simultaneously
- Clean food preparation areas and utensils
- Stock workstations and display cases such as fridges and heated food cabinets
- Operate large volume cooking equipment such as deep-fat fryers
customer service team leader
- Contact customers via email to respond to inquiries and provide information about their orders.
- Respond to all queries through social media (Facebook, Instagram and Twitter).
- Resolve customers’ service or billing complaints by performing activities such as request the exchange of merchandise, refunds or bills adjustment.
- Obtain and examine all relevant information to assess validity of complaints, resolve it or raise the case to Management.
- Recommend improvements in customer service procedures and shipping service to prevent future problems.
- Supervise and train the customer service team to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems and guiding them into the correct tone to respond to emails.
- Provide Management with complaints reports.
customer service team leader
- Opening up the Store
- Doing change orders for about 20 tills of money
- Starting up all the Registers
- Helping out the Customers/Team members
- Greeting all the Customers
- Car Service/ Helping the customers to take the trolley to their car and unpacking it for them
- Scanning and packing their Groceries in their Trolley
customer service team leader
- Manage and supervise a group of customer service agents and monitor their day-today work.
- Recruit, coach, and develop customer service agents.
- Review statistics and compile accurate reporting
- Take escalations from customers and handle their requests as necessary.
- Screening of new candidate resumes and conducting interviews.
- Creating new recruiting strategies and improving talent acquisition branding.
- Coordinating interviews for other members and attending networking events and hiring seminars
customer service team leader
- Maintained the first point of contact with customers as they come into the restaurant
- Made customers aware of the menu, new dishes and any price changes or add-ons
- Prepared and delivered food orders based on customers’ choice
- Ensured prepared food is up to standard sanitation procedures
- Packed food and drinks for ‘To Go’ customers
customer service team leader
- Supervise the work of customer services in Australia and India, office and administrative employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Compute figures such as balances, totals, or commissions.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Maintain Customer Records using Salesforce, Emersion,Utilibill and Wholesale Provider Systems.