Reports to (Position): Marketing Manager
Duties & Responsibilities
Obtain client information by answering telephone calls; interviewing clients; verifying information.
Initiate calls to customers or prospective clients to communicate the company's messages and or persuade them to try out the company’s products
Determine customer eligibility by comparing client information to legal and company requirements.
Establish policies by entering client information; confirming transaction information.
Inform clients by explaining procedures; answering questions; providing information.
Maintain communication equipment by reporting problems.
Communicate available promotions to clients and potential clients
Identify , take notes and escalates issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and applications
Routes calls to appropriate resources
Write handover, weekly and monthly call centre reports
Document all call information according to standard operating procedures
Recognize, documents, and alerts the management team of trends in customer calls
Follow up customer calls where necessary
Upsell products and services
Complete call logs and reports
Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
Update job knowledge by studying new product descriptions; participating in educational opportunities.
Accomplish sales and organization mission by completing related results as needed.
Generate daily reports on all calls or customer engagements
Sell additional services by recognizing opportunities to up-sell accounts
Maintain call center database by entering information.
Keep equipment operational by following established procedures
Report system and product malfunctions.
Other duties as assigned
Degree/diploma in any field of studies.
Fluent English and the local language both in written and oral communication skills
Knowledge of Microsoft Office 365 and Wordpress
1 Years working expereince
Competencies: Competency Weight (1-4)
3=High 4=Very high
Communication and gathering information- 4
Influence Others- 4
Phone Etiquette- 4
Interpersonal skills- 3
Stress Management- 3
Data entry- 4
Conflict resolution- 4
Communication skills- 3
Mobile Marketing Skills- 4