Position holder to provide a high standard of customer service to customers when contacted via mail, ticket, chat or all the other channels available
o Respond to telephone calls from customers as per the established Customer care standards criteria
o Answer customer questions and provide accurate information for all inquiries
o Resolve customer problems efficiently and professionally by applying knowledge and best practice experience
o Providing help and advice to customers using the company’s products or services
o Communicating courteously with customers by telephone, email, letter and face to face
o Keeping accurate records of discussions or correspondence with customers;
o Ensuring customer satisfaction by responding to customers in a timely manner and within the departments SLA
o Upselling and cross-selling to clients.
o Assist the CS Lead update and maintain customer records efficiently and organize the customer database for future reference.
o Complying with the standard operating procedure and policies set to enable accountability.
o Complete and dispatch daily, weekly, monthly reports as per the SOP.
o Participate in the organization of events at the organization
o Assist with administration activities.
o Any other relevant duties as may be assigned by the management
o Relevant Business Degree from a recognized institution.
o Excellent computer skills, proficient in Excel, Word, Outlook etc.
o Strong reporting and communication skills
o Able to prioritise tasks and respond to customer queries in a timely manner
o Proven skills in a customer facing environment
o Creative problem solver
o Fast learning agility in regards to new systems and processes
o A team player with exceptional people handling and problem solving skills.
o Ability to work independently in a fast-paced, constantly changing environment.
o Extremely self-motivated, confident, creative, disciplined with attention to detail.
o Ability to plan in advance, prioritizing time management and utilization of resources.
o Focus on ensuring clients are looked after as a key priority regardless of the time
1. Management Team
4. External customers