Key Specific Accountabilities
Operational
Supervise the performance and quality of work of Customer Service co-workers at Information Desk Call Center Playroom area and Merchandise Pick-up Counter.
Ensure that all pre-set Service Levels are adhered to such as Waiting Times at Merchandise Pick-up calls handling in Call Center and organized queuing at Play Facility and comprehensive Product Knowledge across all Customer Service areas and co-workers.
Organize and ensure the safe clean friendly and courteous operation of the Children’s Playroom with well-trained staff who are capable to deal with children and engage in complaint handling where necessary
Customers
Support the shopping experience manager to constantly improve and enhance Customer Experience by regularly engaging with customers in surveys and managing the Customer feedback Mechanism
ensuring that customer feedback is received through various channels through emails from website calls to Call Center and in-store at different touch-points in the Store.
Assist shopping experience manager in collating all information pertaining to Customer Experience on CRM System (Customer Relationship Management) and generating various reports.
Tracking statistics of number of complaints inquiries suggestions and identifying root causes preventive & corrective actions.
Ensure that all Shopping Tools are available for customer use throughout store and constantly replenished for enhanced Shopping Experience.
Conduct shopping tool analysis to analyze usage and trends and provide relevant reports.
People Management and Development
Motivate and support the team to achieve their objectives by ensuring they understand the company business plan and objectives.
Be Train the Trainer for the department and ensure all the co-workers in the department are trained in Product Knowledge customer service training Concept training H&S trainings
Provide the SE manager with feedback and their recommendations during the probationary period reviews and annually reviews for the staff in the customer service department.
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