COMPANY : AA Labels
REPORTING TO : Assistant General Manager
* Time management and daily activity planning for the customer care team
* To maintain accurate and up to date performance records and conduct
* To organise and monitor personal performance improvement plans for the
customer care team.
* To identify, prepare and deliver regular training
* Motivate team members, assesses performance and carry out regular quality
* Provides help to management, including hiring and training, and keeps
management updated on team performance.
* To prepare and present KPI reports to management
* To implement, monitor and control process and procedure to ensure
compliance in accordance with ISO 9001:2015 and to meet the standards of
communication effectiveness and productivity targets required.
* To provide first-line cover for the customer care team during periods of
individual absence and/or periods of high levels of inbound enquires; and
during this period to effectively represent the company through the
provision of professional customer service assistance in the placing and
processing of orders and technical questions relating to label
applications and printing, from inbound enquiries (email, telephone and
* To implement a sales element to the customer care team whereby the team
make outbound telephone calls to customers in response to customer
communications and to follow-up requested quotations, samples sent and
courtesy calls following initial order dispatch.
* To provide reporting on quotation conversions and lost sales.
* To maintain a level of technical knowledge, commensurate with the role
* Adherence to all company guidelines and requirements.
* Awareness of other countries and cultures in addition to the ability to
communicate with a culturally diverse population.
* Although this is not essential but the ability to speak French to a good
standard will be a massive advantage over other applications.
These duties may change and develop over time and therefore the employer
reserves the right, upon giving reasonable notice, to require the employee to
perform other duties within the employee s capability as per the dynamic an
or evolving requirements of the role.
APPLICANT PERSON SPECIFICATIONS – ABILITIES & SKILLS
* Good Communication Skills
* Honest and Reliable
* Relationship building
* Passionate and committed
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