Customer Service Executive at Smash Group

Customer Service Executives are often client’s primary point of contact with a company at such, they are charged with creating a lasting good impression of the company in clients’ minds, be it existing or new.

Our ideal candidates MUST be self-motivated, solution-driven and have customers’ satisfaction at heart

RESPONSIBILITIES

• Coordinate the Customer Service team to ensure sales, customer satisfactions and target meeting.
• Act as a liaison officer between the company and the client, communicating and coordinating sales and customers
• Manage large amounts of incoming phone calls
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information, answer questions and inquiries about the company’s product/services, and resolve any emerging problems that customers’ accounts might face with accuracy and efficiency.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Identifying and assessing customer needs to achieve satisfaction.
• Develop a written guide to best practices, creating training agendas for staffers and taking the lead in communicating service expectations within the company.
• Keep records of customer interactions, process customer accounts and file documents
• Generate sales leads that develop into new customers using digital marketing tools
• Meet personal/customer service team sales targets and call handling quotas
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Ensure excellent service standards and maintain high customer satisfaction.

REQUIREMENTS

• A degree in a Communication, Management or related fields
• 1-3 years experience in Call center or Client/Customer Service roles. Experience at an investment company is an added advantage
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Excellent communication and presentation skills
• Proficiency in Microsoft Office Suite
• Experience in mediation and conflict resolution techniques
• Data analysis skills