Customer Care Representative at Management University Of Africa

Job Responsibilities

• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Compile reports on overall customer satisfaction
• Provide Internal/ external customer service support that achieve customer service goals.
• React to problems and provide basic solutions based on prescribed guidelines or procedures.
• Direct issues or concerns to the right person or group for resolution.
• Answer inbound calls from customers to answer inquiries, handle complaints, troubleshoot problems and facilitate transactions.
• Conduct outbound dialing for various business reasons.
• Educate customers on product lines, identify, document and escalate priority issues.
• Able to maintain customer confidentiality.

Qualifications

• Diploma or Business related degree preferred
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively