Job Summary
We are looking for a customer-oriented service officer/representative CSR, who will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that a customer might face with accuracy and efficiency.
- Minimum Qualification:High School (S.S.C.E)
- Experience Level:Entry level
- Experience Length:3 years
Job Description/Requirements
- As the CSR, you are expected to be genuinely excited to help customers, exercise patience, be empathetic, and be passionate when communicating with customers.
- The candidate must love to talk and understand the value of good communication skills and put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and as a CSR, gathering feedback is a priority.
- The candidate should be able to troubleshoot and investigate if they don’t have enough information to answer a customer’s question or resolve complaints.
- The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Responsibilities:
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
Requirements:
- Intermediate ICT knowledge and Problem-solving skills.
- Proven customer support experience or experience as a Client Service Representative or related job role with 3 years minimum experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills (Fluent speaker)
- Ability to multi-task, prioritize, and manage time effectively
- Patience
- Below 35 years of age
- High school diploma
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