Customer Service Team Lead at Excel and Grace Consulting

Job Description

• Provide guidance and support to the customer service team, in order to foster a positive environment.
• Handle complaints with professionalism to achieve satisfactory resolutions by ensuring all customer feedback are properly documented and communicated to the team so that adjustments can be made where necessary; send all negative feedbacks to
• Operations manager with the ED and MD in copy immediately it is received.
• Train CSR team members on product knowledge, communication skills and conflict resolution techniques.
• Set clear performance goals for the team, regularly monitor performance against targets, and provide feedbacks and support to ensure continuous improvement
• Ensure adherence to company policies and procedures, maintaining high standards of service, quality and compliance.
• Analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
• Ensure that saved/quick replies are updated always by editing the prices when there has been a price change for Instagram, Whatsapp and any other channel.
• Collaborate with the digital marketer to send email campaigns and bulk sms when required
• Prepare and send invoice/estimates to customers when required
• Supervise the Customer Service reps to ensure they are doing their duties duly, by checking customer correspondences on the whatsapp chat and Instagram DM regularly, also checking to see they upload menu, recent pictures and videos on whatsapp status when due
• Ensure future order sheets, new customers sheet, customer data-base, enquiries sheet etc are updated duly.
• Build positive working relationships with existing corporate customers on behalf of the organization for repeat businesses by managing their requests, needs, and accommodating any last -minute changes as the Liaison Officer of the organization
• Manage CSR unit work schedule
• Generate and present findings to the management on customer needs, interests, competitive activities, and potential for new products and services.
• Create detailed daily reports, weekly reports, and monthly performance reports and submit at when due.

Qualifications

• Minimum of 2-3 years of experience in a customer service leadership role.
• Proven track record of exceeding customer service goals.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to prioritize tasks, manage time effectively, and work independently.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of food production processes and terminology (a plus).
• Experience with food safety regulations (a plus).