CRM: Team Leader

Job Category:                Retail

Job level:                       Management

Location:                       Johannesburg

Education level             Matric is a pre-requisite, Degree (preferable)

Purpose of the role
To ensure that the customers have an exceptional experience, build and maintain customer and brand loyalty, Animate and guide the team and to manage service process of the department.

To manage the Contact Center, Cash line, services desk and ensuring that service levels are adhered to, ensure efficient workforce planning.
As a member of the CRM team in the store, a Team leader will
have the following responsibilities:

Management

Participate in the development and implementation of the business strategy
Manage the team according to business values, culture and policies
Implement department objectives
Ensure that the KPIs of the department are met within budget and time frames
Track and monitor service levels and implement action plan to improve.
Manage the customer feedback process ‘’voice of customer’’
Manage relations with different stakeholders – HOD’s, Hostesses, customers, etc.

Manage the call center, cash line and services desks, scheduling, coaching, manage customer waiting time, workflows, call backs and escalations
Manage store events
Manage social community both online and offline

Optimization of quality and services offered to customers

Ensure the speed and the reliability of the department
Ensure compliance with all internal control procedures
Ensure all processes enhance the quality of service offered to customers
Develop the various services of the store: welcome point, financial service, loyalty card, etc
Ensure exceptional relationship with our customers

Profile

The successful candidate should have the following qualifications, skills, experience and attributes:

Matric – Requirement
Relevant degree/diploma (Preferable)

Call center experience at a supervisor level. (Preferable)

Proven experience in customer service industry at a managerial level
Solid understanding of retail operations
Retail or hospitality experience an added advantage
Ability to work under pressure, in a stressful and fast paced environment
Flexibility – Ability to deal with change
Strong relationship management skills
Conflict management skills
Ability to remain objective and rational when faced with conflicting situations
Exceptional communication skills at all levels– speak, listen, read and write
Ability to make decisions timeously
Problem solving skills
Strategic, logical and analytical thinking
Ability to lead and influence
Self-confident, hardworking and lives by example
Team player who is also comfortable in working as an individual