Customer Care Officer at Audacious Business Concept Limited

Purpose of the Role

• The Customer Care Representative is responsible for answering inbound calls to assist member and potential member inquiries.
• This person will have a comprehensive understanding and knowledge of the firm’s procedures, products and services, and will demonstrate proper telephone etiquette and a high level of engagement and commitment to call quality.

Responsibilities

• Providing help and advice to customers using your organization’s products or services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by retail sales associate;
• Handling customer complaints or any major incidents, such as a damaged goods
• Issuing refunds or compensation to customers;
• Keeping accurate records of discussions or correspondence with customers;
• Analyze statistics or other data to determine the level of customer service audacious is providing;
• Producing written information for customers, often involving use of computer packages/software;
• Writing reports analyzing the customer service that audacious provides;
• Develop feedback or complaints procedures for customers to use;
• Improve customer service procedures, policies and standards for the organization and meeting with store managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals;
• Training staff to deliver a high standard of customer service;
• Learning about the organization's products or services and keeping up to date with changes;
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses;
• Answer all incoming calls with a pleasant, professional voice and good listening skills
• Inform existing and prospective members of current promotions and new or updated products
• Cultivate relationships with departments and branches to develop a team atmosphere within the organization
• Perform additional duties as assigned.

Job Requirement/ Qualifications

• Minimum of B.Sc in Humanities or any relevant field
• Good verbal and written skills to effectively communicate in the English language.
• Excellent organizational skills, with the ability to handle multiple tasks by prioritizing job responsibilities.
• Proficient PC skills, with the ability to learn new software. Familiarity with Microsoft Windows, Microsoft Office Suite, Internet Explorer
• Must be able to efficiently utilize system applications to assist with all member inquiries.
• Skilled use of phone system, computer and all related software
• Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict.

Relevant Skills:

• The Customer Care Representative will have the ability to negotiate resolution of complex inquiries and disputes.
• Ability to present a professional image when dealing with members, co-workers, and other contacts.
• Ability to work both independently and as a team player, while using discretion in decision making and sound judgment in problem solving.
• Demonstrate effective listening, interviewing, and communication skills and identify crossservicing opportunities to meet member needs.