Customer Experience Officer at Frank Management Consult Ltd

Job Description

Roles and responsibilities:

• Drive usage growth and increase transaction volumes from the newly on boarded and existing clients.
• Handle customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.
• Build strong client relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
• Upsell/cross sell company products to existing clients and achieve the set targets.
• Liaise with different departments to resolve service problems affecting customers.
• Prepare weekly departmental debriefs.
• Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
• Maintain high level of product knowledge sufficient to advise customers
• Meet the set targets on TAT, Quality monitoring and Voice of the Customer Knowledge:

 Skills and Experience required for this Role

• Proficient knowledge of customer service, and standard customer service practices and procedures.
• Outstanding organizational skills.
• Excellent Communication skills
• Excellent Phone, email etiquette
• Tech savvy
• Team player
• Customer focused
• Problem solving
• Office suite Proficiency
• Enthusiastic and proactive

Educational Requirements:

• Higher diploma in business or related discipline, Skills/ Attributes:
• Years of Experience (Minimum) 2+ years’ experience Customer Service Experience
• Excellent communication skills and Good interpersonal skills.