CUSTOMER CARE OFFICER (One Position)

Job Summary: Responsible for acting as a liaison between members and the Society. Assist with complaints and queries as well as serve customers by providing product and service information.

Essential duties and responsibilities: include the following, but are not limited to the job specifications contained herein.

a) Ensure at all times the front office is tidy and manned.

b) Receive inbound calls and respond to calls as appropriate

c) Receive and register all emails and other written communication

d) Ensure walk-ins are properly guided, while maintaining a que time of less than 5 (FIVE) minutes for each.

e) Promptly resolve customer service issues to the customer’s satisfaction per the Society’s procedures and standards.

f) Perform administrative duties, reports and special projects associated with Customer Support

g) Improve customer service experience, engage customers and facilitate the Society’s growth.

h) Keep accurate records and document customer service actions and discussions

i) Maintain an orderly workflow according to priorities

j) Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up with the relevant departments to ensure resolution.

k) Resolve customer complaints via phone, email, mail or social media

l) Use telephones to reach out to customers and verify information

m) Greet customers warmly and ascertain problem or reason for calling

n) Work with the different departments in the Society to stay updated on product knowledge and be informed of any changes in the Society’s policies

o) Impact the company’s bottom line by problem solving and turning frustrated clients into satisfied ones.

p) Provide quality service and support in a variety of areas including, but not limited to: membership requirements, filing of forms, and directing members to the relevant department

q) Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and compile reports on overall customer satisfaction.

r) Responsible for compiling and generating reports as they relate to customer service

s) Build sustainable relationships and trust with members and colleagues through open and interactive communication

t) Act as the Society’s gatekeeper by dealing with unsolicited communication and or queries.

u) Cheerfully allow yourself to be assigned any other duty from time to time.

Qualifications (Academic)

• Diploma in Office Management
• Computer proficiency

Experience

• At least 1 year of hands-on experience
• Knowledge in CRM and Call center is an added advantage

Skills

• Excellent communication skills
• Must be committed to providing outstanding customer service and demonstrate strong interpersonal skills