Customer Service Officer at Sensei Institute of Technology (SiT)

Education requirement: 

Diploma in any of the following - public relations, communications, secretarial, business management or equivalent.

Experience:

Should have a minimum of 3 years of experience in customer service in a busy service environment. Evidence of past job experience is a must. 

Job functions:

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• 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
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Advise on company information
• Act as the company gatekeeper
• Suggest solutions when a service malfunctions
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with marketing team to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Resolve customer complaints via phone, email, mail or social media 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 service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Provide extensive support to the office administrative job function

Requirements:

• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with Customer Relationship Management 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
• Good reporting skills
• Strong IT skills  with ability to efficiently use standard office software

Customer service representative top skills & proficiencies:

• Customer Service
• Product Knowledge
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Negotiation
• Positive Attitude
• Attention to Detail
• People Oriented
• Analysis
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills