Customer Service Team Leader at Rich Products Corporation

Performance responsibilities

• Ensure that customer Service Associates contact customers as per delivery schedule on a daily basis, selling and promoting our products and servicing our customers.
• Capture customer orders on the applicable system.
• Liaise with Admin/Receiving on non-deliveries or stock related issues.
• Update and maintain customer records as required
• Ensure that all new customers as well as existing customers are serviced by an excellent customer service team at all times.
• Provide detailed reports on calls made, efficiency of each team member on a daily, weekly & monthly frequency.
• Ensure that queries and or complaints are resolved as a matter of urgency.
• Ensure that all Customer Service Associates are consistently coached and trained as per coaching process and requirements.
• Ensure a smooth flow of information between management and Customer Service Associates at all time.
• Ensure that new products and promotions are communicated to customers.
• Maintain and improve internal control measures, policies and procedures and procedures associated with the Customer Service Department.
• Ensure accurate reading and translation of ViciDial Reports in order to maintain overall consistent performance.

Managerial / Team Leader Responsibilities

• Build a culture of selling through sales coaching and performance management
• Ensure that the performance management process is followed and monitored to ensure consistent performance based on targets.
• Ensure accurate and detailed reporting of the Customer Service teams daily, weekly and monthly performance.
• Ensure that daily audits are completed through listening to calls made by the Team.
• Ensure that model calls are collected and saved for coaching and training.
• Set and ensure measurement of KPA’s consistently.

Minimum requirements

• National Diploma
• Computer literate, SAP will be an advantage
• FMCG telesales experience
• Experience in managing a Customer Service team