The holder of this position will report to the Marketing & Business Development Manager.
KEY RESPONSIBILITIES:
Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat.
Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions.
Information provision: Provide accurate and detailed information about products, services, and company policies.
Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures.
Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty.
Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs).
Escalation: Escalate priority issues to the appropriate department or supervisor when needed.
Compliance: Adhere to the company guidelines, security policies and procedures.
Upselling: Identify opportunities to upsell products or services when appropriate.
REQUIRED SKILLS AND QUALIFICATIONS
Ability to use computers, navigate various software programs.
Understand the products or services the company offers to provide accurate information.
Excellent verbal and written communication skills.
Active listening skills.
Strong analytical skills to identify customer problems and find effective solutions.
Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers.
The capacity to adjust to different customer personalities and unique situations.
The ability to manage multiple tasks simultaneously.
The ability to work effectively as part of a team.
Diploma in Business Administration, Communications or a related field.
Previous experience in customer service or call centre is preferred.