Customer Service Executive at Rapid Rentals Limited

MAIN JOB DESCRIPTION

Must be able to ensure high levels of customer satisfaction and building strong relationships with clients. Responsible for managing customer inquiries, resolving issues, and providing exceptional services throughout the customer journey, acts as a primary point of contact, assisting customers in their rental needs and maintaining positive long-term relationships.

GENERAL DUTIES AND RESPONSIBILITIES

Customer Support:

• Handle incoming customer inquiries via phone, email, or in-person, providing timely and professional responses.
• Assist customers in selecting suitable generator solutions based on their requirements and provide accurate rental information.
• Resolve customer complaints, concerns, and issues effectively, aiming for quick resolution and customer satisfaction.
• Coordinate with other teams, such as sales and operations, to ensure smooth and efficient customer service delivery.

Relationship Management:

• Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for ongoing rental needs.
• Conduct regular check-ins with customers to assess their satisfaction levels and address any concerns or additional requirements.
• Identify opportunities for up-selling or cross-selling generator services and work collaboratively with the sales team to maximize customer value.

Order Processing and Coordination:

• Process customer orders accurately and efficiently, ensuring smooth execution of rental agreements and contracts.
• Coordinate with the operations team to schedule generator delivery, pick-up, and installation according to customer requirements.
• Ensure proper documentation and record-keeping of customer orders, rental agreements, and any service-related interactions.

CORE DUTIES AND RESPONSIBLITIES

Customer Engagement and Retention:

• Proactively engage with customers to understand their evolving needs and provide personalized recommendations and solutions
• Collaborate with the marketing team to develop customer engagement initiatives, such as newsletters, loyalty programs, or customer events
• Identify opportunities to enhance customer retention and loyalty by providing exceptional service and exceeding customer expectations

Data Management and Reporting:

• Maintain accurate customer records, contact information, and communication history.
• Generate regular reports on customer feedback, satisfaction levels, and service performance to track trends and identify areas for improvement
• Provide insights and recommendations based on customer feedback and data analysis to enhance customer service strategies.

Invoice Preparation:

• Prepare accurate and detailed invoices, quotations, and proposals for customer rentals, ensuring proper pricing, discounts, and terms reflected
• Verify billing information and address any discrepancies or issues with the finance or accounting department
• Collaborate with internal teams to ensure timely and efficient invoice processing and delivery to customers

KEY PERFORMANCE INDEX

• Customer Satisfaction & Relationship Management: Ensure 100% customer satisfaction on all levels which should be monitored through surveys or feedback mechanisms, aiming for continuous improvement.
• Invoice Preparation: Prepare accurate and detailed invoices, quotations, and proposals for customer rentals, ensuring proper pricing, discounts, and terms are reflected.
• Customer Retention Rate: Should be able to retain customers over a specific period, reflecting the success of relationship-building efforts and customer satisfaction.
• Customer Data Base: Should ensure customer data base is always updated and managed.
• Communication: Must have excellent written and verbal communication skills and communicate effectively with both internal and external customers.
• Customer Complaint Resolution /Time Management:  Must be able to resolve customer complaints or issues, aiming for efficient and effective resolution within specified time frames ensuring overall success of all events.
• Customer feedback and Ratings: Ability to monitor and analyze customer feedback, ratings, and reviews to identify areas for improvement and ensure continuous enhancement of customer service.

QUALIFICATIONS & EXPERIENCE

• First degree in marketing, business administration or relevant discipline.
• Minimum of 1-2 years’ experience as a customer service relationship officer
• Proven customer support experience will be an added advantage
• Experience in the event industry will be an added advantage
• Should be proficient in the use of MS office.
• Should be IT savvy, young and detailed.

KNOWLEDGE & SKILLS REQUIRED

• Good organizational skills, planning skills and very creative
• Ability to work under pressure
• Excellent communication and written skills
• Ability to work as a team player
• Proficient in the usage of Microsoft office
• Excellent interpersonal relationship with clients