Team Lead, Customer Service 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.
• 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.

Requirements

• Candidates should possess an HND / Bachelor's Degree with 2 - 5 years relevant work experience.