• Application Deadline: Mon, 13 Feb 2023 00:00:00 GMT
• Position: Team Lead, Customer Service


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 5 years


• Location Lagos


• City Lekki


• Job Field Administration / Secretarial  , Customer Care 
  

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.