Team Leader – Customer Relations (Arabic Speaker) – Home Centre

Customer

• Proactively drive customer feedback programmes and encourage customers to participate in active campaigns.

• Randomly engage with customers to get feedback on their shopping experience and on the services offered to them.

• Ensure that customer complaints and enquiries are dealt with in accordance with Home Centre’s SOPs and KPIs.

• Regularly monitor mystery shopping feedback, addressing all key areas of concern with the team.

• Ensure a consistently high standard of service, handling complaints and managing requests and escalations.

Offer

• Support CRM in ensuring that the customer service training for the team is duly completed.

• Conduct regular product and services training to ensure clear understanding of features, selling skills and after sales service.

• Ensure that the department team is well trained on all relevant tools to obtain requisite information and provide necessary assistance to customers.

• Personally deal with more complex issues, including requests, exchange, refund and compensations.

People

• Ensure that the CR team is adequately resourced by planning resources effectively and liaising with team members.

• Maintain effective relationships with floor colleagues, back office and head office to ensure the effective delivery of customer services.

• Regularly assess the effectiveness of the team, especially in terms of quality and efficiency of service.

• Monitor and report progress and performance, provide feedback and take appropriate corrective action.

• Ensure that personal targets and deadlines are met.

• Effectively lead, manage and motivate the team to meet businesses objectives.

• Deliver on service level components and take personal responsibility for the resolution of issues.

• Providing ad-hoc support to the CRM as required.

• Ensure seamless induction and on boarding of new hires and provide necessary support and guidance to the new joiners.

• Drive engagement and motivation in the team through fast resolution of work related issues and grievances.

• Effectively liaise with warehouse, Call Centre and other stakeholders.

• Create reports as and when required.

Job Details

Date Posted: 2017-08-22
Job Location: United Arab Emirates
Job Role: Support Services
Company Industry: Retail/Wholesale

Preferred Candidate

Career Level: Mid Career

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