CUSTOMER EXPERIENCE REPRESENTATIVE – CIMAS 166 views

DUE: 03 JULY 2023

The Group wishes to invite applications from suitably qualified & experienced individuals to fill in the Customer Experience Representative – Contact Centre role that has arisen in our organisation.

THE ROLE

• Be the first point of contact for any customer who has a question or an issue with a product or service
• Offers solutions through active listening to the clients’ problems, be it product or service information, membership/account status checks, benefit inquiry etc.
• Manage large amounts of incoming traffic and reports daily on statistics and detail
• Capture full query details in requisite system and update as it is resolved.
• 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 following communication procedures, guidelines, and policies
• Take the extra mile to engage customers and build customer advocates
• Generate sales leads and forward to Business Development Team from enquiring clients
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

THE PERSON

• 5 ‘O’levels.
• Degree in Humanities/Social Sciences or equivalent.
• At least 2 years experience in Customer service/Retail or Service industry (Recent graduates also welcome)
• Excellent verbal and written communication skills and an ability to prepare accurate reports.
• Ability to plan and organise in line with job requirements.
• Ability to analyse and solve work-related problems while achieving the right outcome simultaneously.
• Ability to interact, negotiate and achieve targets.