Customer Service Team Leader at Rich Products Corporation

About the job

• Responsible for the management of the Telesales Associates ensuring that all orders are processed. The duties are not exhaustive and may change from time to time as required by management.

Performance responsibilities

• Ensure that customer Service Associates contact customers as per delivery schedule daily, 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 always serviced by an excellent customer service team.
• Provide detailed reports on calls made, efficiency of each team member on a daily, weekly & monthly frequency.
• Ensure that queries and or complaints get 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 target setting.
• 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.