Team Leader – Customer Relations (Arabic) – Home Centre
• 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.
• 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.
• 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
||United Arab Emirates
التقدم للوظيفة الان
أنشئ سيرتك الذاتية الآن و تواصل على الفور مع أكبر و أفضل الشركات اون لاين. إنشائك لسيرة ذاتية على موقع المازن.كوم هي الوسيلة الأكثر فعالية للحصول على الوظيفة Team Leader – Customer Relations (Arabic) – Home Centre بكل سهولة الان مجانا.