Customer Service Representative- (Molo) at Bridge Talent Management

Job OverView

To assist in overseeing the daily operations of customer service teams while ensuring consistent delivery of exceptional customer support.

Responsibilities

• Collaborate with the Customer Service Team to achieve defined Business Objectives.
• To provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
• Achieve business goals defined in retention KPI’s: paying customer base and subscription revenue.
• Manage customer accounts to develop loyalty and prevent churn. Paying (customers served), on next due date. Conversion rate ofNPD/churn callers. Prevent downgrades per calls/customers served.
• Continuously scan the customer profiles and gather market dynamics to identify and develop proactive mechanisms of meeting and surpassing existing and emerging customer needs.
• Analyse customer lifecycle trends, market forces, competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives.
• Provide timely and effective aftersales to newly activated customers 0-3 months to achieve CSAT, customer effort score and NPS KPIs.
• Monitor of the customer interactions (complaints, requests and enquiries) to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
• Contribute to product development and improvement through continuous feedback analysis collected from clients.

Requirements

• Diploma in IT, Business administration, Management or any other business-related discipline.
• Proficiency in Microsoft Office Applications
• At least 2 years of work experience in a similar role within a busy work environment

Key Skills And Competences

• Ability to spend long hours sitting and using office equipment, computers
• Ability to manage stressful conditions well
• Flexibility with work shifts