Handle/respond/answer/take appropriate action to customer enquiries both through call and by email according to the set company guidelines.
Manage and resolve customer complaints as per set guidelines
Generate and record a ticket for every customer issue handled into the system
Document information according the standard operating procedure
Remain knowledgeable of products/services being offered, including attending scheduled trainings
Generating feedback from dormant customers on product experience.
Providing feedback on the efficiency of the customer service process.
Updating job knowledge by studying new product descriptions and participating in educational training.
Maintain compliance with all company policies and procedures
KNOWLEDGE AND SKILLS REQUIREMENTS
At least a Diploma in any relevant Communications field, Business Administration or IT related course or its equivalent
Proficiency in Computer use and MS Office
Good verbal and written communications skills, proficient in spoken English.
Strong and sound phone etiquette
Have good listening skills
Good data entry and typing skills
Ability to multi-task, set priorities and effective time management skills
Resilient and capable of working long hours
A versatile team player