- 11.2023
- Responding to customer inquiries: Interacting with customers by phone, email, chat, or social media to address their questions, concerns, and needs
- Providing product or service information: Offering accurate and detailed information about the company's products or services to help customers make informed decisions
- Troubleshooting and problem-solving: Identifying and resolving customer issues by troubleshooting problems, investigating complaints, and finding appropriate solutions
- Handling customer complaints: Assisting customers with complaints, escalating complex issues to supervisory or management personnel when necessary, and ensuring customer satisfaction and retention
- Processing orders, returns, and exchanges: Assisting customers with placing orders, tracking shipments, processing returns or exchanges, and handling any related documentation
- Maintaining customer records: Updating and maintaining customer information accurately in the company's database or CRM system
- Providing technical support: Assisting customers with technical issues related to products or services, offering step-by-step guidance, and troubleshooting technical problems
- Collaborating with other departments: Cooperating with other departments, such as sales, marketing, and logistics, to coordinate efforts and ensure a seamless customer experience
- Resolving billing and payment issues: Assisting customers with billing inquiries, addressing payment-related concerns, and ensuring accurate payment processes
- Maintaining a professional demeanor: Demonstrating empathy, patience, and professionalism in all customer interactions, regardless of the customer's attitude or behavior
- Documenting customer interactions: Recording details of customer interactions, feedback, complaints, or suggestions to improve service quality
- Preparing reports: Compiling and analyzing customer service-related data, such as call logs, response times, and customer satisfaction ratings, and generating reports for management review
- Continual learning: Staying updated on product knowledge and industry trends to provide accurate information and deliver exceptional customer service
- These duties and responsibilities are not exhaustive and may differ depending on the organizational requirements and customer service policies
- Administration
- Facilitates repairs and maintenance of the office and all office equipment, ensuring the general presentation of the office is up to the required standard, and all equipment's maintained in good working order
- Processing of airtime credit to all staff
- Ensure all stationary supplies are ordered on time
- Process and follow up on approval of Local Purchase orders &invoicing office supplies &services
- Answering and referring inquiries
- Keep an updated record of internal staff direct telephone numbers
- Project a good image of the company to all callers, and visitors to the company as a whole
- Managing Telephone system-incoming and outgoing calls, Telecom bills are paid to avoid disconnection
- Travel arrangement, visa application, preparing itineraries Hotel Bookings, and conferences for management meetings and colleagues
- Coordinating incoming visitors and events related to company products
- Travel &Accommodation
- Make All travel and accommodation both local and international for all employees as per the policy
- Process and follow up for Local Purchase Order approval
- Prepare a monthly report detailing the amount spent per employee per department
