Customer Relations Officer Job at Michael Stevens Consulting
a Customer Relations Officer
Job Title: Customer Relations Officer
Key Responsibilities
- Take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensuring that a high quality of service is delivered at all times.
- Take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
- Ensure that all computerised systems are used effectively to help process customer enquiries and accurately maintain all records in a time critical environment.
- Deal with all calls received within the Customer Service Centre in line with current Service Level Agreements, policies and procedures.
- Carry out all administrative tasks relating to the Customer Service Centre and any necessary follow-up work in relation to incoming calls.
- Maintain a comprehensive knowledge of Group departments, services, policies and procedures in relation to the role.
- Ensure that relevant departments are made aware of concerns raised by customers so that they may carry out corrective action.
- Keep accurate records of discussions or correspondence with customers.
Qualifications
- A Bachelors degree or equivalent in a relevant social science discipline.
- A Masters degree in a relevant discipline will be an added advantage.
- Must possess a minimum of 5 years relevant professional working experience.
- Relevant professional certifications e.g Customer Relationship Management (CRM).
Key Skills:
- Demonstrate initiative with a results orientation, while exhibiting strong drive and leadership skills.
- Ability to apply innovative approaches, to work in team, analyze and summarize and also pay attention to details and objectives.
- Possess a good understanding of business processes.
- Ability to drive client focused outcomes.
- Candidate must possess strategic business focus and strong communication skills.
Method of Application
The subject of the email should be the job position being applied for.
Application Deadline: 13 February, 2015
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