Customer Service Supervisor
- Libraff
-
Elanın qoyulma tarixi: 19.10.2017Vakansiyaya müraciət tarixi bitmişdir.
İşin təsviri
CUSTOMER SERVICE SUPERVISOR
Libraff Bookstores are looking for a suitable candidate to fill the position of Customer Service Supervisor.
Job Purpose
To consistently deliver Libraffs’s customer service standards to meet our customer’s needs and aspirations, by co-ordinating the store operations through effective people and task management.
Key Skills & Behaviours
Excellent customer service skills
Excellent interpersonal skills
Ability to motivate others to deliver the best possible standards of customer service
Ability to manage and resolve customer complaints
Training & Coaching skills
Ability to plan and prioritise workload for self and others
Ability to delegate tasks to others
Numerate to a level which enables them to carry out all duties within the role
Ability to use commercial information to improve store results
Key Competencies
Being Customer Led
Applying Commercial Judgement
Making Teams Work
Leadership
Communication
Skills / Knowledge Required
Essential: Product knowledge across all departments
Desirable: An ability to demonstrate supervisory skills appropriate to those required within a retail, service or leisure business
Key Responsibilities
CUSTOMER
1. Assist the store team in the delivery of Libraff’s Customer Service Standards across the whole chain
2. Ensure the store team greet all customers when they enter the store, and thank them when they leave
3. Ensure the store team ask appropriate questions and listen to customers to understand their needs
4. Ensure the store team explain to our customers the features and benefits of products and services that meet their needs
5. Ensure the store team demonstrate our product ranges competently to our customers
6. Ensure the store team add value to customers purchases, by offering appropriate, accessories or promotional offers
7. Ensure the store team close the sale effectively with customers
8. Ensure the store team give excellent customer service at the till point
9. Ensure the store team provide customers with hassle-free after-sales service
10. Support the store team in the achievement of all customer targets
11. Provide regular duty management, ensuring that the store team deliver the best possible customer service
PEOPLE
1. Supervise the store team so that the optimum levels of customer service are maintained across the store
2. Drive the in-store communication processes to ensure that the store team are kept involved and informed
3. Support the recruitment & selection of the store team
12. Train, develop and coach the store team
13. Support effective performance management processes in line with company policy, as and when required
FINANCIAL
1. Play an active part in driving the achievement of the store’s Financial Scorecard measures
2. Use Store information and data to make recommendations to improve store results
3. Takes appropriate actions to improve store results, when deputising for the store management team
PROCESS
1. Support the planning and scheduling of the store team so that the best possible service levels are maintained in the store
2. Support the consistent application of retail standards & disciplines (RSD) within the store
3. Carry out all back office and payroll processing procedures in line with Company policy
4. Support the application of the Company’s visual merchandising principles for product, layout and visual impact
5. Co-ordinate the implementation of operational procedures to comply with Company health & safety regulations
6. Support and co-ordinate operational procedures to ensure the Store’s obligations to Trading Standards are met
7. Understands and ensures adherence to all Company policies and procedures
CS Supervisors may also be required to perform additional duties and responsibilities over and above these on a temporary or permanent basis, according to business needs
Those interested should send their CV forms to the e-mail address: [email protected]
Please don’t forget to indicate the job title in the subject line.
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