Customer Service Executive at Cool TV & Wazobia TV

Job Purpose:

Shall be responsible for the timely processing of clients media order, enquiries and request. Also to follow-up with other operations department to ensure compliance on clients order .And finally as a back-up to the Marketing Executives.

Client service executives act as a liaison between external customers and internal departments for the organization. They interact with clients through email, telephone, and in-person meetings, as well as interact with other employees to resolve clients concern.

Main Job Tasks and Responsibilities;

• Develop and maintain existing client relationships to the level of delivering superior customer service at every point of interaction.
• Interact and manage correspondence with prospective clients with speed and accuracy.
• Identify, develop and maintain relations with potential clients to drive billed revenue for attaining set revenue targets.
• Processing of clients Media Purchase Order.
• Follow up on progress of campaign with other operations department (change of material and change in schedule plan).
• Preparation of Media Plan and Campaign costing for prospective Clients.
• Attend to Clients enquiries, requests, queries via face to face, emails, telephone conversations. (Sponsorship, interview, OB, compliance etc.)
• Good Filing, sorting and safe keeping of documents.
• Familiarization with station programs, format, and ratings at all times.
• Generating database for client (KYC) and updating of Clients list.
• Develop active synergy with marketing team to ensure that Clients relationships are managed seamlessly.
• Deliver superior Clients’ service with courtesy and good manners to both internal and external Clients.
• Document and communicate feedback from Clients to management and other members of the commercial value chain with the aim of achieving customer satisfaction.

Reporting

• Daily activity reports (Time sheets) and weekly performance reports.

KPI’s;

• Timely and accurate processing of Media Purchase Order without errors (100% accuracy).
• Adherence to average response time to Client requests and enquiries (15 mins).
• Feedback from Customer satisfaction surveys.
• Percentage of non-compliance (Commercial and regulatory) as a result of errors from Client services Team (101% compliance).
• Monthly revenue targets met as set by management.
• Average processing time of clients Orders (15 minutes).
• Percentage of repeat businesses (Customer retention rate).
• Feedback from internal customers on the processing of transactions from staff.
• Frequency of submitting reports.
• Adherence to ethical standards, CWI policies and standard operating procedures.
• Percentage of direct Clients growth (15% quarterly).
• Absence of conflict and disunity in the team.