Customer Service & Service Quality Officer at Hausba Smarthomes Limited

JOB PURPOSE
Responsible for serving customers (internal & external) and ensuring service quality by providing product and service information; monitoring  and evaluating project progress, resolving product, service problems and implementing a comprehensive customer care Program to promote a service culture.

SPECIFIC DUTIES & RESPONSIBILITIES

• Receive and respond to customer service inquiries.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Project monitoring, evaluation and maintaining customer records
• Managing customer complains through the ticketing platform
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Generate, develop and report on a Customer Satisfaction Index.
• Receive walk in guests and ensure they are adequately attended to.
• Responsible to keep the reception and lounge area clean and operational at all times.
• Creates tickets on the Support system and follows up to ensure effective resolution of the issue.
• Ensure seamless customer/guest walk in experience.
• Other duties may be assigned

KNOWLEDGE AND SKILLS REQUIRED

• Excellent presentation skills
• Excellent communications and interpersonal skills
• Experience in delivering client-focused solutions based on customer needs
• Knowledge of Company products
• Pays attention to details
• Excellent analytical and organizational skills
• Team  Player

QUALIFICATION

• Bachelor's degree in any field from an accredited university or college
• At least 3 years of experience in a Customer Service role
• At least 2 additional years of experience in a Service Quality role                                                               
• At least 2 years of experience in project management