The candidate will be responsible for handling front-line telephone contact with customers, facilitating the earliest possible resolution of complaints and enquiries in line with the service standards and procedures.
Responsibilities
Delivering customer service in line with ‘best practice’. Ensure compliance to relevant policies.
Providing point of contact for customer enquiries, dealing with these through to a successful outcome
To take accountability for timely comprehensive and conclusive customer responses through email, letters phone calls etc.
Attend to and resolve, provide feedback on customer requests in line with 1st contact resolution(FCR)
Pro-actively engage with customer to identify risks, problems and potential opportunities.
Update & maintain customer records
To inform and educate customers on products to ensure retention of existing customer; increase sales revenue and organizational customer base
Monitor and track customer requests by ensuring accurate customer records are documented; directed to relevant department, and resolved to customer’s satisfaction
Perform customer on-boarding and quality check to ensure customer retention
Support front office with customer follow up and policy disputes by providing resolutions as per set turnaround time
Mange customer document policy to ensure proper documentation for improved customer satisfaction.
Job Qualifications
Degree/Diploma in Business Management or any related field
At least 2 years’ experience in Customer service
Excellent problem solving skills.
Excellent Communication skills, both oral and written
A team player with a positive attitude and good interpersonal and communication skills
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