Customer Service Executive - Mlolongo at Brites Management

Duties and Responsibilities

• Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.
• Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.
• Answering calls from clients and advising on the necessary information.
• Acting as the point of contact among employees, clients, and other external partners.
• Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.
• Assisting with a variety of administrative tasks including copying, faxing, taking notes
• Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.
• Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.
• On a weekly basis share the attrition report and commit to re-activate dormant accounts.
• Informing clients by explaining procedures and answering questions through inbound calls.
• Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Escalating of client queries properly through the CRM system.
• Ensuring strict process compliance in line with the business lines objective.
• Selling additional products by recognizing opportunities to cross-sell or upsell.
• Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.
• Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.
• Generating reports on the various engagements and feedback collected.
• Enhancing brand reputation and coordinating public events.
• Championing and organizing appropriate social responsibility programs and activities.
• Overseeing all creative inputs on the company’s communications and publications.
• Conducting market research and analysis to stay up to date with evolving customers’ needs.
• Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.
• Ensuring proper internal communication with Staff on new developments in the industry & within the organization.
• Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.
• Continuously monitoring and improving the effectiveness of communication initiatives.
• Administering a quarterly customer satisfaction survey to gauge our services.
• Conducting regular communication and training.
• Overseeing the CRM launch and monitoring its effective implementation.
• Confirming customer data is maintained within the customer relationship management system.
• Preserving and promoting company reputation among staff and clients.

Key Requirements Skills, experience and qualification

• Impressive telephone etiquette and excellent computer applications and keyboard skills with at least 60WPM.
• Great verbal and written communication skills as well as the ability to work in a team.
• Excellent interpersonal skills to be able to react effectively and calmly in emergencies and within strict guidelines.
• Candidates should have the capability to maintain the trust of customers while maintaining customer confidentiality.
• 2+ years’ experience working in a contact center but not mandatory.
• A strong understanding of Contact Centre best practices