Customer Support Executive at Nicole Sinclair Consulting

Responsibilities

• Respond to client email inquiries in a timely and courteous manner and send company emails to customers who have expressed interest in services.
• Update customer information in the customer service database during and after each call
• Always ensure optimum planning and scheduling to enable appropriate customer service support provision
• Improve customer service quality results by studying, evaluating, and re-designing processes.
• Refers unresolved customer grievance to designated department for further investigation
• Identify and assess customers' needs to achieve satisfaction.
• Answer questions with regards to the services offered, process complaints, following established guidelines.
• Gather and verify customers information.
• Ensure customer satisfaction and assist them with issues.
• Perform basic administrative and clerical duties.
• Contribute to team effort by accomplishing related results as needed.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate, valid and complete information by using the right tools.
• Take the extra mile to engage customers.

Competency/Skills/Requirements

• B.sc in relevant fields
• Minimum of 2 years customer support experience
• Strong phone contact handling skills and active listening
• Proficiency in Microsoft Office and customer service software
• Record management
• Customer orientation and ability to adapt/respond to different types of  customer behaviour
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively