Team Leader - Product Specialist Team

Job Introduction

We are seeking a dynamic and dedicated Team Leader to oversee the daily operations of our In-Store Specialist Team. This team is responsible for managing product requests received through our online chat service and customer service channels. The ideal candidate will have exceptional leadership skills, a strong customer service background, and the ability to drive team performance to ensure a seamless customer experience.

Key Responsibilities:

1. Team Management:

• Supervise and lead the In-Store Specialist Team, ensuring daily tasks and responsibilities are completed efficiently and effectively.

• Provide training, coaching, and support to team members to enhance their product knowledge and customer service skills.

• Conduct regular team meetings to discuss performance, provide feedback, and share updates on new products and services.

2. Operational Oversight:

• Monitor the online chat service and customer service channels to ensure prompt and accurate responses to product requests.

• Coordinate with other departments to ensure product availability and timely delivery of customer requests.

• Handle escalated customer inquiries and complaints, providing resolutions in a professional and timely manner.

3. Performance Monitoring:

• Track and analyze team performance metrics, including response times, customer satisfaction scores, and request fulfillment rates.

• Prepare and present performance reports to the Customer Experience Manager and other stakeholders.

4. Customer Experience:

• Ensure the team provides a high level of customer service, meeting or exceeding customer expectations.

• Develop and maintain strong relationships with customers, addressing their needs and preferences proactively.

• Foster a customer-centric culture within the team.

5. Process Improvement:

• Support your Line Manager to Identify opportunities for process improvements and implement best practices to enhance the efficiency of the In-Store Specialist Team.

• Stay updated with industry trends and advancements in customer service technologies.

• Collaborate with the Customer Experience Manager to develop and refine standard operating procedures.

A bit about you

• Proven experience in a managerial role, preferably within a retail or customer service environment.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and a proactive approach to addressing challenges.

• Ability to multitask and manage time effectively in a fast-paced environment.

• Proficiency in using customer service software and online chat platforms.

Selfridges