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Job Summary
Job description
Requirements
§ Matric is compulsory
§ Strong communication skills
§ Presentable
§ Clear criminal record
Duties and Responsibilities
- Answering phones from customers professionally and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization’s service and product information
- Processing forms, orders, and applications requested by the customers
- Identifying, escalating priority issues and reporting to the high-level management
- Following up complicated customer calls where required
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Managing administration, communicating and coordinating with internal departments
- Technical expert in related computer applications
- Able to maintain customer confidentiality
- Act as liaison between the company and its internal and external current and potential customers
- Accept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behavior
- Management of inbound and outbound customer interactions at a timely manner
- Follow communication “scripts” when handling different topics
- Identify customer needs, clarify information, research every issue and provide solutions and or alternatives
- Update existing customer information
- Identify and escalate priority issues
- Seize opportunities up to sell products when they arise
- Build sustainable relationships and engage customers by going the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Updates job knowledge by studying new product descriptions, participating in internal and external educational opportunities
- Meet personal / team qualitive targets
Adhere to standard guidelines, recommending improved procedures
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