Customer Care Representative at Universal Human Resource Consult

Job Overview

• The Customer Care Representative will be responsible for managing customer interactions, ensuring prompt resolution of inquiries, and delivering a seamless customer experience.
• The role focuses on maintaining strong client relationships, supporting internal teams with customer feedback, and upholding the company’s service standards and SOPs.

Key Responsibilities

• Customer Engagement: Handle inbound and outbound customer interactions via phone, email, and social media, ensuring professional and timely responses.
• Issue Resolution: Address and resolve customer complaints, inquiries, and service issues efficiently while maintaining a positive customer experience.
• Information Management: Provide accurate information about products, services, and company policies to customers.
• CRM Management: Document all customer interactions in the CRM system and maintain up-to-date customer records.
• Inter-Departmental Coordination: Liaise with Sales, Technical, and Operations teams to resolve customer issues and ensure service delivery.
• Customer Retention: Build strong relationships with customers to encourage loyalty and repeat business.
• Feedback Reporting: Collect and escalate customer feedback, trends, and complaints to management for continuous improvement.

Job Specifications

• Minimum of B.Sc Degree / HND in any relevant field.
• 2 years of experience in customer service or a related role.
• Proficiency in Microsoft Office and CRM tools is an added advantage.

Required Skills & Competencies:

• Clear, professional, and empathetic communication.
• Strong ability to identify issues and provide solutions.
• Ability to manage difficult customers calmly and professionally.
• Accuracy in documenting and resolving customer concerns.
• Ability to multitask and manage high volumes of interactions.