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Customer Service Team Lead

2 months ago

Sharjah, Sharjah, United Arab Emirates GMG Sharjah Full time
Key Responsibilities:
  • Leadership and Guidance: Oversee and assess the activities of customer service staff, providing regular performance-related feedback to ensure high standards are met.
  • Operational Strategy: Develop and implement daily operational plans for customer service, monitoring progress and making adjustments as needed.
  • Staff Support: Assist customer service staff with duties where required, ensuring seamless delivery of services.
  • Training and Development: Provide training to customer service staff on areas such as customer service and company policies, enhancing their skills and knowledge.
  • Cashier Coverage and Customer Flow: Manage cashier coverage and customer flow to ensure efficient and proficient customer service is provided.
  • Returns and Exchanges: Monitor and authenticate returns, exchanges, and voids, ensuring accurate and timely processing.
  • Customer Complaints: Investigate and resolve customer service complaints in a fair and timely manner.
  • Service Policy Development: Assist in the development and implementation of service policies, explaining these to staff and customers as needed.
  • Documentation and Reporting: Maintain accurate documentation of customer service department activities, providing valuable insights for future improvements.
  • Additional Duties: Perform additional duties as required to support the customer service team and ensure the smooth operation of the department.