Providing help and advice to customers using your organization’s products or services
Communicating courteously with customers by telephone, email, letter and face-to-face
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants / coordination with service department.
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill in coordination with sales & marketing team.
Issuing refunds or compensation to customers
Keeping accurate records of discussions or correspondence with customers
Analyzing statistics or other data to determine the level of customer service your organization is providing in co-ordination with sales & marketing team.
Developing feedback or complaints procedures for customers to use
Meeting with other managers to discuss possible improvements to customer service
Leading or supervising a team of customer service staff
Learning about your organization’s products or services and keeping up to date with changes
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
KEY EXHIBITED SKILLS: Strong Communication Skills (Oral + Written) / Knowledge of MS Office / Team Management Skills are must
KEY SKILLS AND EXPERIENCE REQUIRED:
Communication Skills That Allow You To Inform, Help And Advice Customers Clearly And To Liaise Effectively With Other Professionals
Listening Skills, To Understand Exactly What Customers Require
Confidence, Patience, Politeness, Tact And Diplomacy, When Dealing With Difficult Situations
Creative Thinking, To Be Able To Come Up With New Ideas To Improve Customer Service Standards
An Ability To Work Well Under Pressure
Organizational And Planning Skills To Develop Customer Service Policies
Good Personal Presentation, Especially When Working With Customers Face-To-Face
A Commitment to Improve Your Own Customer Service Skills on an Ongoing Basis.
EDUCATIONAL QUALIFICATION AND AGE REQUIRED:
Requires 3 years experience in the related area as an individual contributor. 1 to 2 years supervisory experience may be required.
Graduate / MBA Marketing degree or equivalent
Age upto 30 years / Male Candidate
NOTE: The JD, KRA’s & KPI’s are indicative and shall not constitute the ONLY factor, as the following can be reduced or expanded based on Sarrahraj’s requirement as per the business.