Required Qualification:

• Educated to SSCE/A level standard or equivalent or have at least one-year experience within a customer service environment.
• Demonstrated knowledge and experience in the accurate operation of various computer applications.
• Demonstrated knowledge of phone etiquette.

Other Selection Criteria (skills, knowledge and experience):

• Ability to deal effectively and equitably with distressed, agitated or disabled clients, pacify clients and resolve well defined problems or implement steps for resolution.
• Ability to recognize sensitive and/or potentially serious customer service problems and deal with these in an appropriate manner.
• The ability to work as part of a team to ensure the achievement of business unit goals, whilst maintaining personal responsibility for completing allocated tasks.
• Sound negotiation and conflict resolution skills, with the aim of a successful outcome in a challenging environment.
• Ability to develop and maintain positive working relationships with staff from other departments and work in conjunction with them to ensure smooth operation of Customer Service Centre.
• Skills in planning one’s own work with an ability tomanage time and plan workload to complete work in accordance withed deadlines.
• Ability to maintain confidentiality and apply discretion in matters.
• Demonstrated courteous disposition and helpful and friendly demeanor.

Reports Directly to:

Human Resources/Admin Manager

Position Summary:

The Customer Service Officer acts as first point of contact for all customers and visitors to the Company. The post-holder will administrate the operation of the company’s customer service functions, and will be committed to consistently providing an efficient, friendly, welcoming and informative service by offering assistance, support and guidance when required, and ensuring that all customers experience excellent standards of service at all times.

KEY RESPONSIBILITIES:

Reception Duties

• Maximize first time resolutions for customers by providing accurate information in response to enquiries or referring to appropriate officers where required.
• Receive customers and visitors to Company in a prompt and courteous manner.

 Customer Contact/Call Centre Duties

• Effectively operate the Customer Service telephone line by answering all incoming telephone calls promptly, courteously, efficiently and in a manner that enhances company’s image, including during high volume or demanding situations.
• Maximize first time resolutions for customers by providing accurate information in response to enquiries or referring callers to appropriate officers where required.
• Lodging electronic Customer Requests for service to appropriate officers and providing progress advice to customers when requested.

General Service Delivery Duties

• Maintain a general awareness of Company’s operations, in order to provide first time resolutions and enable provision of accurate information to residents and service providers.
• Identify the needs of the customer, particularly with regard to the sensitivity of the enquiry and take the necessary steps to assist, or if required, appropriately refer the customer to the correct service provider.
• Participate in the continuous improvement of Customer Service delivery, by providing input into policies and processes.
• Identify any shortfall in service delivery, and any difficulties pertaining to the delivery of service and inform and/or make recommendations to the Management regarding improving/enhancing the service in question.
• Maintain up to date information relating to services and information used by the frontline Customer Service function.
• Ensure information pamphlets, booklets, etc., are displayed in the customer service area and are kept in a neat and tidy order, and are replenished on an “as needed” basis.
• Where appropriate, attend conferences, seminars, workshops and other training activities, to maintain awareness of trends and issues as they relate to the position.
• Perform any other duties or projects as assigned by the management