AM/Manager-Delight

Areas of Responsibility: Define specific, permanent areas that requires the role holder to be responsible for taking decisions, delivering results or carrying out a significant amount of activity

Team Leadership:

• Lead and inspire a team of customer delight representatives to deliver outstanding service.
• Provide guidance, support, and mentorship to team members, fostering a culture of excellence and continuous improvement.
• Set clear goals and objectives for the team, monitoring performance and providing feedback for improvement.

1. Customer Experience Enhancement:
   • Develop strategies to enhance the overall customer experience and exceed client expectations.
   • Identify opportunities to add the “wow factor” in every interaction, whether through personalized communication, thoughtful gestures, or innovative solutions.
   • Responsible for managing existing customer walk-ins in customer lounge.
   • Collaborate with other departments to streamline processes and ensure a seamless customer journey from initial inquiry to post-purchase support.
   • Responsible for successful events under loyalty programme for existing customers-Post Sales
2. Relationship Management:
   • Build and maintain strong relationships with clients, understanding their needs and preferences to tailor services accordingly, understanding customer profiling.
   • Anticipate potential issues or concerns and proactively address them to prevent escalations.
   • Act as a primary point of contact for escalated customer inquiries, resolving issues promptly and effectively.
3. Training and Development:
   • Conduct regular training sessions to equip team members with the necessary skills and knowledge to deliver exceptional customer service.
   • Stay updated on industry trends and best practices, incorporating relevant insights into training programs.
   • Encourage professional growth and development among team members, identifying opportunities for skill enhancement.
4. Performance Analysis and Reporting:
   • Monitor key performance metrics related to customer satisfaction, response times, and resolution rates & social media testimonials.
   • Analyse data to identify trends, areas for improvement, and opportunities for innovation.
   • Prepare regular reports for management, highlighting achievements, challenges, and recommendations for improvement.