Customer Service Manager managing the customer service department at Coles Supermarkets. Responsible for checkouts and enhancing customer experience in Pimpama.
About the role
- Manager Customer Experience at TD Canada Trust building lasting relationships and mentoring a team to deliver exceptional service. Leading operational tasks and ensuring compliance in a dynamic environment.
Responsibilities
- Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and personal development objectives
- Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed
- Collaborate with One TD partners to help all customers in a way that suit their needs best
- Support the frontline staff in resolving complaints as per customer problem resolution guidelines; encourage senior team members to act as a point of escalation and take personal ownership as required
- Coach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experience
- Lead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issues
- Administer complex daily branch administrative duties
- Maintain customer facing areas of the branch as per premises, marketing, and regulatory guidelines
- Lead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed
- Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly
Requirements
- Undergraduate degree and/or over 3 years of relevant work experience
- Sound knowledge of processes management, business and operational functions including banking solutions and concepts
- Proficiency in software tools including MS Office and internet applications
- Tactful and diplomatic communicator able to exchange ideas and information with customers, partners, and management in a concise and logical way
- A go-getter with strong organizational, planning, and time management skills
- A dynamic leader with strong influential skills to work expertly with customers and employees in a fast-paced work environment
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
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