Customer Satisfaction Representative

ROLE OVERVIEW

The incumbent will be responsible for maintaining the image of the business, and will be the first point of contact for the organization; answering inquiries and providing information about the company with the utmost professionalism. The incumbent will also be responsible for upselling, crossing selling and generating sales leads.

JOB DUTIES/ RESPONSIBILITIES/ ACCOUNTABILITY:

Promptly respond to sales requests and general enquiries across all platforms.
Maintain the image of company; working with the utmost professionalism in both communication and personal appearance.
Manage the front office, and walk in guests/customers.
Promptly resolve client feedback or dispute.
Answer and route all calls and emails to the respective units within the business.
Research, identify and engage prospective clients with the aim of lead conversion to sales.
Work with other departments to achieve consolidated marketing strategies.
Ensure an unbroken flow and perfect interpretation of client orders across respective departments.
Work with the Operations department to update and manage client database.
Supervise third party companies directly connected with product delivery to customers.
Manage all social media presence of the brand in alignment with the brand language, culture and personality.
Under the supervision of the marketing lead, manage live and online corporate events.
Research, recommend and adopt best practices for client retention and relationship management.
Appropriately file all documents for easy retrieval.
Work with the operations department to ensure stock and inventory are updated daily.
Work on special projects as assigned by the supervisor.
Maintain professional and technical knowledge of Customer Satisfaction by attending educational workshops; benchmarking professional standards; reviewing professional publications; establishing personal networks.

PROFESSIONAL REQUIREMENTS

Bachelor’s Degree in any discipline,
Any related professional qualification would be an added advantage
Minimum of 4 years relevant experience.

KEY COMPETENCIES/SKILLS

Excellent customer service skills
Knowledge of the MS Office Suite
Effective written and verbal communication skills
Ability to multi-task effectively
Ability to effectively analyze, plan and organize
Ability to work in a Team