Description:

GENERAL PURPOSE

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

MAIN JOB TASKS AND RESPONSIBILITIES

• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Perform customer verifications
• Set up new customer accounts
• Process orders, forms, applications and requests
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Manage administration
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process

Education and Experience

• Degree or Diploma in any field
  
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Ability to type
• Knowledge of administrative procedures
• Numeric, oral and written language applications
• Product knowledge

Key Competencies

• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative
• Stress tolerance

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