Help to develop and implement a customer service policy.
Find ways to measure customer satisfaction and improve services.
Reduce down time in customer complaint handling.
Answer phone calls from customers and provide call backs.
Maintain KCI database.
Carry out customer surveys on phone.
Update customers via phone, email and SMS on case status.
Oversee customer issues and ensure effective and long term problem resolution.
Develop and Implement customer services policies and strategies for the office (Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution).
Investigation of customer complaints and recommending best strategies for resolution.
Collect, collate, analyze, and interpret relevant statistics relating to customer satisfaction.
Carry out initiatives to improve and manage customer expectations.
Keeping ahead of developments in the industry and provide advise to enable the management take proactive decisions.
Liaise with engineers for updates on cases status.
Inform customers of Hinckley’s product profile.
Customer/client focus-Excellent understanding of the peculiar customer challenges of the energy or related industry.
Team work orientation.
Excellent communication skills.
Excellent time management and organizational skills.
Good MS office skills.