Our Client in the FMCG sector seeks to recruit a Customer Service Representative who will be responsible for formulating resolutions and responses in a timely and accurate manner, with the aim of providing excellent customer service. He/she will handle phone, internet and face to face interactions with clients by managing client adjustments, claims, quotations and process customer orders. Will network will all groups and departments in customer orders and processing client invoices.
The position holder will also handle receptionist duties.
KEY RESPONSIBILITIES:
Maintain customer focus at all times and respond to customer enquiries (e-mail, phones and face to face)
Involved in structuring and implementing client surveys and analysis to feed into product and service improvements
Work with agreed service levels, striving to exceed customer expectations wherever possible.
Take ownership of queries are investigated and proactively follow through to resolution.
Maintain professional working relationships with internal and external customers.
Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
Assist in documenting any requirements information and process maps clearly and to the agreed standards
Report to management on progress of selected projects.
Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/issues to team manager when necessary.
REQUIREMENTS:
Bachelor degree in Business, Operations, or related field
At least 2 years Customer Service experience
Strong analytical, planning and organizational skills
Strong interpersonal and communications skills (oral & written)
ERP system experience – added advantage
Self-starter with ability to work independently under pressure and react quickly to changing priorities
Being proactive in decision making and provide clear answers to customers across all interactions.
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