Customer Service

Work requirements and tasks will be guided by the laid down policies and procedures which is reviewed periodically but will fall broadly in the following Key Responsibility Areas (KRAs):

Lead Generation

•  Recognize potential sales opportunities during customer interactions.
•  Convert inquiries into actual sales or generate leads for future business
•  Monitor market trends and competitor activities to identify sales opportunities

Product Knowledge:

•  Be knowledgeable of the company’s products and services to effectively assist customers and provide tailored recommendation.
•  Educate customers on product features, benefits, and usage to enhance their overall experience.

Up-selling and Cross-selling:

•  Identify opportunities to offer additional products or services to customers that matches their needs increasing the value of each transaction.
•  Meet or exceed set sales targets through upselling and cross selling while providing customer service.

Customer Interaction:

•  Attend to customer inquiries through various channels, including phone calls, emails, live chat, and in-person interactions.
•  Provide accurate information about products or services and address customer concerns in a professional and timely manner.

Problem Resolution:

•  Troubleshoot and resolve customer issues, escalating complex problems to higher levels of support when necessary.

Feedback Collection:

•  Collect and document customer feedback on products or services to help in refining sales strategies and improve on returns.
•  Follow up on clients to help retain clients, fostering repeat purchases and long term loyalty.

Key performance Indicators

•  % Meet the set sales targets
•  % Increase in service level
•  % Increase customer satisfaction
•  % Increase in customer retention

Experience Profile

•  Diploma/Degree in a Business-related field
•  1-2 year’s experience is recommended
•  Previous experience in a sales role is preferred.

Personal Attributes

•  Excellent time management
•  Very good communication and interpersonal skills
•  Accurate and fast problem-solving in high-pressure situations
•  Good honesty and ethical behavior
•  Good team player