Assistant Team Lead, Customer Service Representative at Upbeat Centre

Principal Duties and Responsibilities
Daily Operations:

• Ensure that reception area and back of till is kept clean and free of debris. Glass doors should be free of smudges and stock is properly stored.
• Respond to and resolve escalated issues and/or unique or complex requests from customers.
• Assist to prepare Front Desk Rota bi-weekly; taking into cognizance peak periods to ensure stations are adequately manned. Ensure that team members adhere to the rotas.
• Operate cash registers and ensure the cash register is signed by each CSR at the end of shift.
• Assist to balance off Sales report for each CSR and ensure all variances and/or incidents are logged accordingly.
• Balance cashier tills (confirm cash and POS/reconcile stock/ensure CS Reps fill cash register, complete and drops cash envelope) as per approved standard.
• Work with IT to ensure that all systems (EZ runner, waiver station, computers, TVs, POS) have limited downtime. Follow contingency SOP when the situation arises.
• Monitor daily workflow and checklists; ensures that correct procedures are followed to enhance the team's efficiency.
• Assist to prepare and submit training plans; conduct SOP and other departmental trainings and ensure each training attendance is signed and submitted to HR.
• Assist to supervise daily briefings and monthly departmental meetings; identify areas for process improvement.
• Assist to prepare daily/weekly/monthly status report and present during briefings/review meetings; or as required by the Operations Manager.

Customer Service:

• Ensure the CSRs are always welcoming and friendly to customers.
• Welcome guests and ensure every customer feedback is tracked on Glitch report. Ensure proper follow up till issue has been resolved.
• Monitor the Team in order to ensure that attendance records for all Upbeat activities are accurate and updated regularly.
• Assist to monitor, evaluate, challenge, and give feedback on Team members performance based on job descriptions/kpi’s.
• Listen to team members’ feedback and resolve any issues or conflicts; Motivate team members and lead by example.
• Work with the sales team to process guests’ reservations/confirm availability
• Champion interdepartmental communication through appropriate channel(s).
• Challenge/Motivate Team members to cross sell and upsell all Upbeat product offerings.
• Work with the Team Lead to ensure that Customer Service development strategies/ideas are implemented.

Inventory:

• Assist to reconcile the inventory recorded at the beginning of the shift against end of shift sales made by the CSR.
• Receive and process stock request from Team members.
• Work with the Accountant to evacuate sales envelopes from the drop safe while ensuring accurate reconciliation of all recorded transactions.

Qualification

• Candidates should possess an HND or Bachelor's Degree with 2-3 years work experience.

Salary
N99,000 - N103,000 / Month.