Team Lead, Customer Service at Upbeat Centre

Upbeat was born to fill a gap in the market, establishing a world class and fun sports and fitness recreation centre in Africa for the benefit for all in the community.We are vibrant, encouraging, team-oriented, wholesome and strong with positive attitudes we are babies, school children, young adults, thrill seekers, parents, and grandparents. Every day, we deliver a unique experience through our Facility, our people and our products to make UPBEAT your number one destination for fun and fitness. We provide excellent quality service in a safe environment. We are energetic, we are fun, innovative, and fit! We touch the lives of everyone as we challenge you to be inspired, be different and be motivated. We challenge you to Up your Fun, Up your Fitness & Up your Life!

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Service

Location: Lekki, Lagos
Employment Type: Full-time

Principal Duties and Responsibilities
Daily Operations:

• Ensure that reception area and back of till is kept clean and free of debris. Glass doors should be free of smudges and stock is properly stored.
• Respond to and resolve escalated issues and/or unique or complex requests from customers.
• Prepare Front Desk Rota bi-weekly; taking into cognizance peak periods to ensure stations are adequately manned. Ensure that team members adhere to the rotas.
• Operate cash registers and ensure the cash register is signed by each CSR at the end of their shift.
• Balance off Sales report for each CSR and ensure all variances and/or incidents are logged accordingly.
• Balance cashier tills (confirm cash and POS/reconcile stock/ensure CS Reps fill cash register, complete and drops cash envelope) as per approved standard.
• Work with IT to ensure that all systems (EZ runner, waiver station, computers, TVs, POS) have limited downtime. Follow contingency SOP when the situation arises.
• Monitor daily workflow and checklists; ensures that correct procedures are followed to enhance the team's efficiency.
• Prepare and submit training plans; conduct SOP and other departmental trainings and ensure each training attendance is signed and submitted to HR.
• Partake in HOD meetings, Business Strategy and Development meetings as requested by Management.
• Supervise daily briefings and monthly departmental meetings; identify areas for process improvement.
• Prepare daily/weekly/monthly status report and present during briefings/review meetings; or as required by the Operations Manager.

Customer Service:

• Ensure the CSRs are always welcoming and friendly to customers.
• Welcome guests and ensure every customer feedback is tracked on Glitch report. Ensure proper follow up till issue has been resolved.
• Monitor the Team in order to ensure that attendance records for all Upbeat activities are accurate and updated regularly.
• Monitor, evaluate, challenge and give feedback on Team members performance based on job descriptions/kpi’s.
• Listen to team members’ feedback and resolve any issues or conflicts; Motivate team members and lead by example.
• Work with the sales team to process guests’ reservations/confirm availability
• Champion interdepartmental communication through appropriate channel(s).
• Challenge/Motivate Team members to cross sell and upsell all Upbeat product offerings.
• Work with the Operations manager to ensure that Customer Service development strategies/ideas are implemented.

Inventory:

• Reconcile the inventory recorded at the beginning of the shift against end of shift sales made by the CSR.
• Receive and process stock request from Team members.
• Work with the Accountant to evacuate sales envelopes from the drop safe while ensuring accurate reconciliation of all recorded transactions.

Requirements

• Candidates should possess an HND / Bachelor's Degree with 2 - 5 years relevant work experience.

Salary
N135,000 - N140,000 Monthly.

Application Closing Date
13th February, 2023.

Method of Application
Interested and qualified candidates should send their Application / CV to: [email protected] using the Job Title as the subject of the mail.