Customer Service Relationship Officer at Mobile Screens and Sound Limited

JOB SUMMARY                                             

Responsible for the management of all Mobile Screens and Sound Limited customers. Attracts potential customers by answering product and service questions; process orders, prepare invoices and quotations, attending meetings and events, ensure quality control measures of all equipment and personnel is in place and ensure total client event satisfaction.

GENERAL DUTIES & RESPONSIBILITIES

• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Preparing proposal, quotation and invoices for client, attending meetings and events.
• Keep record of customer interactions, process customer accounts, and file documents.
• Flexibility/adaptability to manage multiple task in a high volume, fast paced environment.

CORE DUTIES AND RESPONSIBILITIES

• Provide accurate, valid, and complete information for the customer data base by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Keep record of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Ensure quality control measures of all equipment and personnel is in place.
• Go the extra mile to engage and retain customers.
• Reactivation of old customers.
• Resolve customer complaints via phone, email, social media and site visitation.
• Work cross-functionally with various members of our teams to ensure client satisfaction.
• Provide customers with proposals, quotations, invoices and receipts.
• Maintaining and updating customer databases.
• Manage large amounts of incoming calls.
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Preparing proposal, quotation and invoices for client, attending meetings and events
• Update event calendar to avoid omission

KEY PERFORMANCE INDICATORS

• Customer satisfaction and relationship management
• Proper preparation of proposals, quotation and invoices
• Communication and presentation skills
• Multitask, prioritize and manage time effectively
• Excellent written and verbal communication skills. able to be effective with on the phone and in-person with internal and external customers.
• Proper handling of event /site issues.

QUALIFICATIONS & EXPERIENCE

• First degree in marketing, business administration or relevant discipline.
• Minimum of 0-1-year 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