Customer Experience Representative – Contact Centre

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Customer Experience Representative - Contact Centre

  • Post Date:June 27, 2023
  • Views 86
0 Applications
  • Career Level Other
    Qualification Degree
    Experience 1-3 Years
  • Industry Health Care
Job Description

The Group wishes to invite applications from suitably qualified & experienced individuals to fill in the Customer Experience Representative – Contact Centre role that has arisen in our organisation.

The Role

  • Be the first point of contact for any customer who has a question or an issue with a product or service
  • Offers solutions through active listening to the clients’ problems, be it product or service information, membership/account status checks, benefit inquiry etc.
  • Manage large amounts of incoming traffic and reports daily on statistics and detail
  • Capture full query details in requisite system and update as it is resolved.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents following communication procedures, guidelines, and policies
  • Take the extra mile to engage customers and build customer advocates
  • Generate sales leads and forward to Business Development Team from enquiring clients
  • Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
  • Identifying customer needs and taking proactive steps to maintain positive experiences.
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  • Documenting processes and logging technical issues, as well as customer compliments and complaints.
  • Keeping informed of industry trends and new CRM technologies.

The Person

  • 5 ‘O’ Levels.
  • Degree in Humanities/Social Sciences or equivalent.
  • At least 2 years’ experience in Customer service/Retail or Service industry (Recent graduates also welcome)
  • Excellent verbal and written communication skills and an ability to prepare accurate reports.
  • Ability to plan and organise in line with job requirements.
  • Ability to analyse and solve work related problems while achieving the right outcome simultaneously.
  • Ability to interact, negotiate and achieve targets.

If you are interested and you meet the stipulated requirements, please submit your letter of motivation and CV to this email ci[email protected] no later than Monday the 3rd of July 2023.

Clearly highlight the position applied for in the email subject.