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  • Posted: Jun 7, 2022
    Deadline: Jun 13, 2022
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  • Welcome to the official LinkedIn company page of Upbeat Centre. UPBEAT is a world-class, sports, corporate events, team bonding/building, wellness & fitness centre in Lekki, Lagos. We are the first leading trampoline park and recreation centre in West Africa. Our team of vibrant, encouraging, team-oriented, wholesome and strong individuals make su...
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    Assistant Team Lead, Customer Service Representative

    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.

    Method of Application

    Interested and qualified candidates should send their Applications to: careers@upbeatcentre.com using the Position as the subject of the email.

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