TL Retail

11 hours ago

Cebu, Philippines TASQ Staffing Solutions Full time

Job Description:

  • Responsible for supervising and directing all customer experience and support services activities within their functional area.
  • Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly KPI reporting to manager.
  • Support customer retention and the building out the store sales strategy.
  • Disseminate sales and marketing information regarding products and services to appropriate team members.
  • Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
  • Execute training and maintain department and cross functional process workflows and documentation providing best-in-class customer experience satisfaction.
  • Execute technical support services and ensures resolution of customer complaints in a timely, professional manner.
  • Responsible for execution of customer communication for distribution center changes, routing changes, product availability and recalls.
  • Responsible for directing, developing, and appraising associate performance.
  • Analysis of reports including process dashboard and team performance reports
  • Attend business meeting as needed.

Job Requirements:

  • Preferably bachelor's degree in business or related field preferred, or an equivalent combination of experience and training
  • At least 2 years customer service supervisory experience in Retail Processes.
  • Understanding and knowledge of products.
  • Excellent working knowledge of computer i.e, MS-Office, Operating Systems, Excel & Outlook management.
  • Excellent verbal and written communication skills & presentation skills
  • Good interpersonal & people management skills with good problem-solving approach.
  • Expert knowledge of invoicing is a key requirement of this role
  • Good analytical skills for MIS, number crunching & reporting to internal & external customers.
  • Ability to exercise managerial judgement and perform as a mentor
  • Knowledge of Voice reporting systems is mandatory.
  • Familiarity with order management, operations, Inventory Planning & supply and demand procedures
  • Background in consumer/retail, call management systems and/or customer relationship management preferred.

Skills/Abilities:

  • Strong leadership abilities with the ability to train, coach and motivate others.
  • Excellent communication skills
  • Strong attention to detail
  • Comfortable in highly open, dynamic and collaborative company culture.
  • Ability to work in a fast-paced, team environment.
  • Demonstrated ability to problem solve and set priorities.

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