Customer Service Relationship Officer 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 Responsibilities
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 Indicator

• 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.
• 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 client.