Customer Service/Front Desk Officer at Nicole Sinclair Consulting

 Our client is from the telecoms industry and requires a customer service/front office officer to interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services 
Responsibilities

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• deal directly with customers either by telephone, electronically or face to face
• respond promptly to customer inquiries
• handle and resolve customer complaints
• obtain and evaluate all relevant information to handle product and service inquiries
• provide pricing   information
• perform customer verifications
• set up new customer accounts
• process orders, forms, applications and requests
• organize workflow to meet customer timeframes
• direct requests and unresolved issues to the designated resource
• manage customers' accounts
• keep records of customer interactions and transactions
• record details of inquiries, comments, and complaints
• record details of actions taken
• prepare and distribute customer activity reports
• maintain customer databases
• manage administration
• communicate and coordinate with internal departments

Competency/Skill/Requirements

• At least a BSc in Marketing or other related field.
• 3-5+ years c, preferably from  customer service field.
• Experience from the IT   industry will be an added advnateg
• Knowledge of IT and telecoms industry an added advantage
• Good personal presentation and professionalism
• Good organization and prioritization skills
• Strong administrative skills
• Good verbal and written communication skills
• Confident presentation skills
• Strong interpersonal skills
• Ability to work under pressure and to strong targets
• The ability to manage own workload
• Ability to use initiative to work alone.