Customer Service Team Lead at Upbeat Centre

Job Summary

• Coordinate daily operations of the Front Desk and Customer Service Representatives in order to ensure smooth running of all processes and ensure that guests are attended to in an efficient and timely manner.

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.
• 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 their shift.
• 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.
• Prepare and submit training plans; conduct SOP and other departmental trainings and ensure each training attendance is signed and submitted to HR.
• Partake in HOD meetings, Business Strategy and Development meetings as requested by Management.
• Supervise daily briefings and monthly departmental meetings; identify areas for process improvement.
• 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.
• 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 Operations manager to ensure that Customer Service development strategies/ideas are implemented.

Inventory:

• 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.

Experience & Qualification

• Candidates should possess a B.Sc / HND in Administration or any relevant discipline.
• Minimum of four (4) years relevant experience in a Customer facing role.

Person Specification:

• Good grooming and professional outlook.
• Must have an aptitude for numbers.
• Must be able to manage multiple priorities and take initiative.
• High degree of independence, objectivity and assertiveness.

Competency & Skills Requirement:

• Good interpersonal skill and communication skills.
• Excellent customer service and people management skills.
• Ability to manage crisis/conflict and have a good sense of tact and diplomacy.
• Good attention to details and able to work under pressure.
• An enquiring mind set consistently seeking innovative ways to deliver without compromising quality.
• High degree of diligence and commitment.
• High level of accuracy, honesty and reliability.