Current Jobs at Q-Sourcing Servtec Group

A customer Relationship officer, the primary responsibility is to ensure that customers have a positive and satisfying experience when interacting with the company or its products. They are in-charge of managing the overall customer journey, identifying pain points and implementing strategies to enhance customer satisfaction and loyalty. The role will involve collaborating with various departments with the organization to deliver exceptional customer service and improve customer engagement.

Key Roles and Responsibilities

• Customer Journey Management: Analyze and optimize the end to end customer journey, from initial contact to post purchase support, to identify areas for improvement and ensure a seamless experience.
• Customer Support and Issue Resolution: Oversee the customer support team, ensuring prompt and effective handling of customer inquiries, complaints and issues.
• Customer Feedback Analysis: Gather and analyze customer feedback through surveys, reviews and (other channels-after sale service) to gain insights and drive improvements in products and services.
• Customer Engagement Strategies: Develop and execute strategies to enhance customer engagement, such as loyalty programs, personalized communication (Birthdays, Anniversaries) and customer appreciation initiatives.
• Customer Training and Education: Create resources and programs to educate customers about product features, best practices and self-service options to empower them to make the most of their purchases.
• Cross-functional Collaboration: Collaborate with marketing, sales, product development and other teams to align customer experience initiatives and ensure a cohesive approach.
• Customer Retention and Churn management: Implement strategies to retain existing customers, reduce churn rate and win back lost customers.
• Data Analysis and Reporting: Use data analytics tools to track and measure KPI,s related to customer experience ,providing regular reports and recommendations to management. Operating the customer care email account.
• Attending briefing meeting of the sales team and all strategy meetings to provide status according to the OB Records.
• Carry out any other duties at the request of the management as may be assigned from time to time.
• Promptly handles and resolves customers’ issues while maintaining set quality standards of customer service delivery.
• Follow up on debt, reconcile sales of the day daily by reconciling dispatch.
• Inform customers on the status of their deliveries.

Minimum, Qualifications and Skills

• Bachelor’s degree or diploma in business administration or a related field.
• Minimum of 3-5 years of experience in customer experience management, preferably in a similar industry or sector.
• Proven track record in analyzing and optimizing the end-to-end customer journey to enhance overall customer satisfaction and loyalty.
• Demonstrated experience in leading and managing customer support teams, with a focus on prompt and effective issue resolution.
• Strong proficiency in gathering, analyzing, and interpreting customer feedback through various channels to drive continuous improvements in products and services.

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The overall purpose of the job is to sell milk products and meet customer needs while obtaining orders from existing or potential retail outlets. The job holder should also ensure continuous customer satisfaction.
KEY ROLES AND RESPONSIBILITIES

• Take orders from the super agents and inform them on any unforeseen delays or problems in delivery of their orders.
• Update super agents on new products, identify opportunities to grow the customer base through establishing new relationships, and be the first point of contact for urgent calls, emails, and messages.
• Prepare an inventory stocks report of the stocks in the super agents’ custody.
• Follow up with the office whether payment done by the agents has reflected.
• Create a Demand Signal Repository (DSR) list/database of what is sold as well as competitor information.
• Monitor and report on market competition by regularly assessing pricing dynamics, new product specifications, and different trade activities.
• Ensure processing of orders is done on time as guided by the standard operating procedures;
• Build and maintain existing relationships with all customers, solve and/or escalate customer complaints depending on the magnitude of the issue.
• Obtain and maintain data of retail outlets for every market assigned by the Sales Manager.
• Study market trends and make appropriate recommendation to improve sales and as well provide daily competitor, consumer and market intelligence.
• Ensure accurate pricing of milk products to all customers.
• Resolve or escalate various complaints submitted by customers by offering proper solutions.
• Perform any other duties as may be assigned.

QUALIFICATIONS

• Diploma in sales & marketing
• Minimum of 1 year related working experience

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The overall purpose of this job is to identify and attract new customers, maintain relationships with existing customers, distribute stock to various outlets, assist in product launches and events, create awareness of products through demonstrations, educate customers on new product, and address or escalate customer queries and concerns.
KEY ROLES AND RESPONSIBILITIES

• Pick up daily stocks from the agent and distribute to various outlets on time.
• Identify and build lasting relationships with customers by contacting them to follow up on orders, suggest purchase options and invite them to upcoming events.
• Consistently seek and build on product knowledge to act as an expert when advising the customer.
• Ensure continuous engagement with customers and discover their preferences and requirements to help advice better on products.
• Set up attractive booths to ensure visibility of the products through display of company products to enable customers have a clear understanding of the products.
• Inform customers of any unforeseen delays or problems in delivery of their orders.
• Gather information and communicate on market trends, competitor’s activities and customer reactions/feedback to the Sales Supervisor.
• Receive and communicate all customer orders in line with their requirements and ensure optimum customer order fulfilment levels, accuracy, and timely delivery of orders.
• Take note of customer suggestions and solve and/or escalate their complaints depending on the magnitude of the issue.
• Ensure that the outlet(s) stores and shelves are stocked with the required product quantities at the recommended price.
• Communicate to the customers on changes of product prices in a timely manner.
• Build lasting relationships with customers by contacting them to follow up on purchases, suggest purchase options and invite them to upcoming events.
• Prepare and submit daily sales report for review by the Sales Supervisor.
• Perform any other duties as may be assigned.

QUALIFICATIONS

• Diploma in sales & marketing
• Minimum of 1 year related working experience