ICONIA services, Morocco
Ensuring that managers and customer service representatives are providing high standard service.
Coordinating all staff and allocating targets to ensure that all enquiries are responded to.
Resolving customers complaints regarding sales and service.
Developing service procedures, policies and standards.
Analyzing the team and their functions implementing new systems and processes where necessary.
Assisting in shifting the mind set of the team to a pro-active more sales mind set.
Coaching teams in call techniques in order to optimise sales.
Setting daily and monthly KPIs for all staff.
Evaluate staff performance against set goals and KPIs.
Liaising with marketing to ensure the successful implementation of initiatives.
Assist with the recruitment and training of staff.
Delegating duties, Assisting store managers and routing sales productivity reports to staff.
Handling cash and end of day checking
Managing stores cleanliness and organization.