Customer Service Representative
Customer Service Representative
Posted on :
29-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Job Purpose
To understand and resolve customers queries on product service and accounts problems in a courteous and professional way to ensure customers satisfaction.
To Order and monitor the stocks for the Service centers Regional Branches and Agencies
To carry out Stock taking and report on the same to the Branch Service Centre Supervisor
Key Performance Areas
- Develop positive relationships with customers and coworkers
- Handle and resolve a range of customer contacts
- Record a range of customer contacts
- Meet performance standards
- Develop good working relationships with our agents
Key Accountabilities
Develop positive relationships with customers and coworkers
Participate as an active member of the Customers Service team
Communicate in a positive professional style
Be knowledgeable on all companyrelated information
Ensure security and confidentiality of information
Take care of company equipment and tools
Assist with any adhoc duties assigned
Handle and resolve a range of customers contacts
Prepare to respond to customer contact within defined timelimits
Acknowledge customers using the standard corporate greeting
Elicit and verify information from customers
Provide information and / or educate customers
Provide requested service
Escalate service request
Record a range of customer contacts
Record and capture customer details accurately
Correctly classify all reasons for contacts
Effectively retrieve information using appropriate systems
Meet performance standards
Know and understand Customer Care Performance Standards and individual targets
Analyze & interpret daily individual reports
Provide daily feedback on performance in relation to predefined standards and measures
Adhere to branch schedule and customer promise
Abide by the defined company dress code
Adhere to Cash Management Practices as per stipulated standards
Ensure daily collections are banked within the set timelines
Have banking deposit reconciliation reports handed in within stipulated time
Ensure stock reconciliation is done as per stipulated standards with the branch Operations Supervisor
Manage the stock for our Regional Branches Service centers and the swap stock of our agents
Know and understand the stock management policy and procedure
Carry out stock taking on our various Touch point
Provide feedback through reports on our stocks
Ensure adherence to stock management as per stipulated standards
Key Internal contacts
- CSR (daily): Consulting on customer query handling communication updates knowledge sharing feedback team activities
- Back Office (daily): Escalations Updates.
- Operations Supervisors (daily weekly monthly): Schedule adherence daily reporting of daily tasks performance reviews and QA feedback sessions escalation resolving complex customer issues/feedback Consultation.
- Regional Branch Manager (daily): Direction Support Escalations Working environment Welfare communication reports.
- Credit Control (daily): Banking deposit
- Warehouse (Ad hoc): Stocks reconciliation
- Channel distribution (Ad hoc): agency stock management
Key External contacts
- Customers (daily): Receive and respond to customer queries information promoting our products collecting customer feedback subscriber activation DBC.
- Agents (adhoc):receive and respond to swap stock concerns. Escalation of the same to the Branch Service Centre supervisor.
Requirements
Skills & Qualifications
The incumbent is required to have the following qualifications and experience level:
- Minimum first degree in social sciences and/or a business related field
- 1 to 2 years experience in a CallCentre or frontline service experience
- General conversational ability and call control
- Ability to remain calm under pressure
- Ability to communicate clearly and confidently
- Ability to follow an enquiry through from the initial call to any follow up correspondence
- Attention to detail
- Grammar and spelling
- Technology oriented
Behavioral Competencies
The incumbent is required to have the following behavioral competencies:
Problem Solving
Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem.
Communication
Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy tact and effectiveness while maintaining confidentiality always.
Customer Service Orientation
Focuses on meeting the needs of the customer. Maintains clear communication and conveys useful information to customers. Will engage with customers in a friendly and cheerful manner to ensure customer satisfaction.
Functional Competencies
The incumbent is required to have the following functional competencies:
Communication Oral
Ability to convey information orally to individuals or groups to ensure that they understand the message.
Ability to listen and respond appropriately to information from others.
Client/Customer Service
Ability to develop and maintain strong relationships with clients (those who buy goods and services and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.
Teamwork
Ability to actively participate as a member of a team to move toward the completion of goals.
Coordination Work
Ability to follow instructions through a standard work process. Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.
Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem.
Communication
Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy tact and effectiveness while maintaining confidentiality always.
Customer Service Orientation
Focuses on meeting the needs of the customer. Maintains clear communication and conveys useful information to customers. Will engage with customers in a friendly and cheerful manner to ensure customer satisfaction.
Functional Competencies
The incumbent is required to have the following functional competencies:
Communication Oral
Ability to convey information orally to individuals or groups to ensure that they understand the message.
Ability to listen and respond appropriately to information from others.
Client/Customer Service
Ability to develop and maintain strong relationships with clients (those who buy goods and services and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.
Teamwork
Ability to actively participate as a member of a team to move toward the completion of goals.
Coordination Work
Ability to follow instructions through a standard work process. Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.
Personal Attribute
The incumbent is required to demonstrate the following personality attributes:
- Caring: sympathetic and considerate towards others helpful and supportive gets involved in others problems.
- Evaluative thinking style: critically evaluates information looks for potential limitations and focuses upon errors.
- Knowledge retention To provide the highest quality support to customers one will need to be able to learn and memorize a good amount of information about our organization. Once trained one will be expected to at least know the ins and outs of our products or services and be on board with our brand s philosophy.
- Attention to details.
- Organization able to juggle multiple tasks at once while attending the customer s needs.
- Flexibility flexible enough to meet the needs of a diverse customer base with challenging personalities
- Friendly.
- Calm under pressure.
- Effective communication skills involves listening to the caller digesting the information and effectively conveying a solution quickly and efficiently. The incumbent should speak clearly using basic vocabulary.
- Speed should work quickly without sacrificing the quality of their work.
- Creativity should be able to come up with workable solutions for any problems thrown their way.
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
