Job Title: Customer Service Coordinator
Reports to: Operations Manager
Summary: Deal with common transactions such as availing of services, complaints, procedural inquiries and technical problems. Play a critical role in providing an interface between customers and the company.
Reports to: Operations Manager
Summary: Deal with common transactions such as availing of services, complaints, procedural inquiries and technical problems. Play a critical role in providing an interface between customers and the company.
·
Deal directly with customers either by telephone, electronically
or face to face
·
Evaluate requests for service or complaints and enter into CRM
system.
·
Follow up progress on customer inquiries.
·
Produce up to date daily reports
·
Act as customer advocate and liaise on customer’s behalf with
other staff when required.
·
Analyze, evaluate and resolve customer enquiries at the first
point of contact
·
Deal with customer complaints and resolve them with a positive
problem-solving attitude.
·
Process orders, forms, applications and requests
·
Direct requests and unresolved issues to the designated resource
·
Interact with Technical Support to assist customers with trouble
resolution
·
Keep records of customer interactions and transactions
·
Communicate and coordinate with internal departments
·
Actively look for ways in which the service could be improved
·
Respond to input from customers and support team (complaints, praise
and concerns) to help us identify better ways of providing the service
·
Identify root causes of issues and put forward proposals to the
management team for improving the system and service to ensure that a longer
term solution is provided
·
Undertake customer satisfaction research
·
Any other duties as assigned
Knowledge and Skills Requirements
·
Degree in Business Administration, Computer Science or
Information Systems preferred
·
Knowledge of relevant computer applications
·
Knowledge of customer service principles and practices
·
Technical background (Telecommunications, IT, Network Solutions)
·
Excellent interpersonal skills
·
High levels of professionalism, enthusiasm and a ‘can do’
attitude
·
Ability to prioritize and work with a sense of urgency
·
Ability to work with a significant attention to detail and
thoroughness
·
Strong interpersonal skills, ability to work with diverse groups
·
Must be able to effectively handle stressful situations
·
Work with minimum supervision
·
Attention to detail and accuracy
·
Analytical skills
·
Excellent negotiation and conflict resolution techniques
Email: recruitment@workforceassociates.net
