Job Summary

Front office Service personnel to act as the ‘face’ of our company. Will combine a pleasant personality with a dynamic professional attitude to ensure callers, visitors and students receive a heart-warming welcome and relevant assistance. You will also assist with various office administration duties.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Education requirement: 

Diploma in any of the following - public relations, communications, secretarial, business management or equivalent.


Experience:

Should have a minimum of 3 years of experience in customer service in a busy service environment. Evidence of past job experience is a must. 


Job functions:

  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Advise on company information
  • Act as the company gatekeeper
  • Suggest solutions when a service malfunctions
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with marketing team to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Resolve customer complaints via phone, email, mail or social media by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Provide extensive support to the office administrative job function


Requirements:

  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with Customer Relationship Management systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Good reporting skills
  • Strong IT skills  with ability to efficiently use standard office software


Customer service representative top skills & proficiencies:

  • Customer Service
  • Product Knowledge
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

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