Job Overview
The Customer Care Representative will be responsible for managing customer interactions, ensuring prompt resolution of inquiries, and delivering a seamless customer experience.
The role focuses on maintaining strong client relationships, supporting internal teams with customer feedback, and upholding the company's service standards and SOPs.
Key Responsibilities
Customer Engagement: Handle inbound and outbound customer interactions via phone, email, and social media, ensuring professional and timely responses.
Issue Resolution: Address and resolve customer complaints, inquiries, and service issues efficiently while maintaining a positive customer experience.
Information Management: Provide accurate information about products, services, and company policies to customers.
CRM Management: Document all customer interactions in the CRM system and maintain up-to-date customer records.
Inter-Departmental Coordination: Liaise with Sales, Technical, and Operations teams to resolve customer issues and ensure service delivery.
Customer Retention: Build strong relationships with customers to encourage loyalty and repeat business.
Feedback Reporting: Collect and escalate customer feedback, trends, and complaints to management for continuous improvement.
Job Specifications
Minimum of B.Sc Degree / HND in any relevant field.
2 years of experience in customer service or a related role.
Proficiency in Microsoft Office and CRM tools is an added advantage.
Required Skills & Competencies:
Clear, professional, and empathetic communication.
Strong ability to identify issues and provide solutions.
Ability to manage difficult customers calmly and professionally.
Accuracy in documenting and resolving customer concerns.
Ability to multitask and manage high volumes of interactions.