Customer Service Representative- (Molo)
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
- Collaborate with the Customer Service Team to achieve defined Business Objectives.
- To provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
- Achieve business goals defined in retention KPIs: paying customer base and subscription revenue.
- Manage customer accounts to develop loyalty and prevent churn. Paying (customers served) on next due date. Conversion rate ofNPD/churn callers. Prevent downgrades per calls/customers served.
- Continuously scan the customer profiles and gather market dynamics to identify and develop proactive mechanisms of meeting and surpassing existing and emerging customer needs.
- Analyse customer lifecycle trends market forces competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives.
- Provide timely and effective aftersales to newly activated customers 0-3 months to achieve CSAT customer effort score and NPS KPIs.
- Monitor of the customer interactions (complaints requests and enquiries) to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
- Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by fully complying with the departmental & organizational operation policies procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the units operations whilst contributing to procedures development and improvement through continuous reviews.
- Contribute to product development and improvement through continuous feedback analysis collected from clients.
Requirements
- Diploma in IT Business administration Management or any other business-related discipline.
- Proficiency in Microsoft Office Applications
- At least 2 years of work experience in a similar role within a busy work environment
- Ability to spend long hours sitting and using office equipment computers
- Ability to manage stressful conditions well
- Flexibility with work shifts
Required Skills:
Proficiency in Microsoft Office Applications At least 2 years of work experience in a similar role within a busy work environment Ability to spend long hours sitting and using office equipment computers Ability to manage stressful conditions well Flexibility with work shifts
Required Education:
Diploma in IT Business administration Management or any other business-related discipline.
Company Industry
Dairy Product Manufacturing / Agriculture / Construction / Mining Machinery Manufacturing / Animal Feed Manufacturing / Food Production
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
