05/01/2019
CUSTOMER SERVICE REPRESENTATIVE
A Harare based consulting, design & digital marketing firm is looking for a Customer Service Representative to join its team on a 1 year renewable contract. The required candidate must have experience in creating and maintaining positive relationships with customers.
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DUTIES & RESPONSIBILITIES
a) Handling customer inquiries regarding billing issues, product problems, service questions and general client concerns.
b) Handling all forms of customer communications including face to face, telephone, email, SMS, live chat and other platforms.
c) Building positive and professional relationships and trust with customers through open and interactive communication.
d) Meeting personal/customer service team sales targets and quotas.
e) Resolving customer issues by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
f) Manage records of customer interactions, process customer accounts and file documents.
g) Assisting customers in using our products, services and online platforms to achieve their desired goals and objectives.
h) Processing client applications, orders, forms and requests.
i) Ensuring customer satisfaction and providing professional customer support.
j) Making recommendations to management to improve the customer experience.
k) Take the extra mile to engage customers.
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REQUIREMENTS & QUALIFICATIONS
a) A Bachelor’s degree in Public Relations, Marketing or related field.
b) Able to live in Harare.
c) Must be available to commence immediately.
d) Proven customer support experience or experience as a client service representative.
e) Experience with CRM systems and practices, Microsoft Outlook and Microsoft Word is a must.
f) Strong phone contact handling skills and active listening.
g) Customer orientation and ability to adapt/respond to different types of characters.
h) Excellent communication and presentation skills.
i) Ability to multi-task, prioritize, and manage time effectively.
