Customer Care Executive at G4S

Main Purpose of the Role

• Responsible for receiving, investigating and responding to all customer inquiries regarding installation, products and services.
• Troubleshooting problems and coordinate with various internal departments to resolve problems.

Other responsibilities include:

• Interact with customers by phone, e-mail and/or face-to-face regarding various care issues.
• Conducting and reporting NPS monthly
• Regular soft calls and visits to the customers
• Administration of customer satisfaction surveys ( 2 times in a year)
• Document and Follow through to resolve all customer complaints
• Gather and report relevant information about the industry, business prospects and competition
• Make a monthly summary report .
• Provide hands on support of customer care initiatives such as automated provisioning, online billing and detailed account management.
• Solicit cross-selling and up-selling opportunities within the customer care experience.
• Tracking and reporting of relevant customer care performance metrics.
• Capturing and applying customer feedback.
• Regular update of client details and information
• Develop and maintain relationships which benefit client
• Keep abreast of competitor activity and recommend any necessary tactical action
• Identify new opportunities
• Effectively communicate with Key Clients via telephone, face-to-face and written communication to identify full potential for, and to gain maximum commitment to purchase products
• Maintain good relationships with customers through regular phone contact,e-mails or the personal contact
• Handling customer complaints and enquiries and also to proffer solution
• Managing existing client contract and expanding existing contract for new business opportunities
• To provide client with in-depth knowledge of our business and excellent service
• Identify and develop sources of potential clients
• Analyse records of customer inquiries
• Maintain accurate records of all contacts with clients
• Overcome client resistance/objections to services we provide
• Any other that may be needful and assigned

Qualifications, Knowledge & Experience

• University Graduate or equivalent
• At least 2 years hardcore sales experience
• Experience in a multinational organization
• Experience in a software sales environment
• Knowledge of implementing sales and marketing policy and procedures

Personal Attributes:

• Proactive in their work and willing to take the initiative to propose and implement new approaches
• Results oriented
• Commercial flair
• Passion for customer service
• Able to work without supervision
• High level of integrity
• Excellent communication and negotiation skills

Competencies:

• Refer to Aligned Sales Competency Framework