Job Location: Lusaka
Reporting to: Customer Experience Supervisor
Job description
The customer experience executive will be responsible for serving existing and potential customers by providing product and service information and resolving customer complaints. They will work closely with the sales team.
RESPONSIBILITIES
a. Build rapport with customers by handling each customer call in a courteous, and professional manner.
b. Ensures consistently communicates the correct product and payment services information to new customers during each call.
c. Obtains; informs; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.
d. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
e. Ensure that the quality of each call follows predefined quality parameters.
f. New product upselling to existing and on boarding customers.
g. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the supervisor.
h. Utilizes the relevant tools and resources provided by the Company to respond to customer queries and give outstanding customer experience.
i. Ensure strict adherence to established attendance schedules.
j. Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
k. Provides the relevant reports daily – where applicable.
l. Appropriately escalates customer queries to the Supervisor to ensure speedy resolution of the same.
REQUIREMENTS AND SKILLS
Three (3) years work experience in renewables energy industry
Degree in any social science /Business Studies
Experience in front desk customer service
Able to work with targets and tight deadlines
Knowledge of MS office and databases
Excellent communication skills
Closing date: 10th September 2023
Send Cover letter, CV, and qualifications indicating position to apply@jobsportal-career.com.
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