Job Title: Customer Service Coordinator
Reports to: Operations Manager
Summary: Deal with common transactions such as availing of services, complaints, procedural inquiries and technical problems. Play a critical role in providing an interface between customers and the company.
Key TasksReports to: Operations Manager
Summary: Deal with common transactions such as availing of services, complaints, procedural inquiries and technical problems. Play a critical role in providing an interface between customers and the company.
- Deal
directly with customers either by telephone, electronically or face to
face
- Evaluate
requests for service or complaints and enter into CRM system.
- Follow
up progress on customer inquiries.
- Produce
up to date daily reports
- Act
as customer advocate and liaise on customer’s behalf with other staff when
required.
- Analyze,
evaluate and resolve customer enquiries at the first point of contact
- Deal
with customer complaints and resolve them with a positive problem-solving
attitude.
- Process
orders, forms, applications and requests
- Direct
requests and unresolved issues to the designated resource
- Interact
with Technical Support to assist customers with trouble resolution
- Keep
records of customer interactions and transactions
- Communicate
and coordinate with internal departments
- Actively
look for ways in which the service could be improved
- Respond
to input from customers and support team (complaints, praise and concerns)
to help us identify better ways of providing the service
- Identify
root causes of issues and put forward proposals to the management team for
improving the system and service to ensure that a longer term solution is
provided
- Undertake
customer satisfaction research
- Any
other duties as assigned
Knowledge and Skills Requirements
- Degree
in Business Administration, Computer Science or Information Systems
preferred
- Knowledge
of relevant computer applications
- Knowledge
of customer service principles and practices
- Technical
background (Telecommunications, IT, Network Solutions)
- Excellent
interpersonal skills
- High
levels of professionalism, enthusiasm and a ‘can do’ attitude
- Ability
to prioritize and work with a sense of urgency
- Ability
to work with a significant attention to detail and thoroughness
- Strong
interpersonal skills, ability to work with diverse groups
- Must
be able to effectively handle stressful situations
- Work
with minimum supervision
- Attention
to detail and accuracy
- Analytical
skills
- Excellent
negotiation and conflict resolution techniques
Email: recruitment@workforceassociates.net