Customer Relations Officer at Michael Stevens Consulting

Key Responsibilities

• Take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensuring that a high quality of service is delivered at all times.
• Take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
• Ensure that all computerised systems are used effectively to help process customer enquiries and accurately maintain all records in a time critical environment.
• Deal with all calls received within the Customer Service Centre in line with current Service Level Agreements, policies and procedures.
• Carry out all administrative tasks relating to the Customer Service Centre and any necessary follow-up work in relation to incoming calls.
• Maintain a comprehensive knowledge of Group departments, services, policies and procedures in relation to the role.
• Ensure that relevant departments are made aware of concerns raised by customers so that they may carry out corrective action.
• Keep accurate records of discussions or correspondence with customers.

Qualifications

• A Bachelors degree or equivalent in a relevant social science discipline.
• A Masters degree in a relevant discipline will be an added advantage.
• Must possess a minimum of 5 years relevant professional working experience.
• Relevant professional certifications e.g Customer Relationship Management (CRM).

Key Skills:

• Demonstrate initiative with a results orientation, while exhibiting strong drive and leadership skills.
• Ability to apply innovative approaches, to work in team, analyze and summarize and also pay attention to details and objectives.
• Possess a good understanding of business processes.
• Ability to drive client focused outcomes.
• Candidate must possess strategic business focus and strong communication skills.