Fresh Jobs at Q-Sourcing Servtec Group

As a Customer Relationship Executive at you’ll be the driving force behind ensuring that both our corporate and Ad-hoc customers have an exceptional experience from start to finish. Your role will be to manage customer relationships, enhance customer satisfaction, and build a loyal customer base for our online cab/taxi hailing service.

KEY DUTIES:

• Develop and maintain strong relationships with customers to ensure their needs are met and expectations exceeded.
• Develop, manage and coordinate a team of Customer service agents in the department.
• Training users on system and application usage.
• Serve as the primary point of contact for customer inquiries, concerns, and feedback.
• Proactively address and resolve customer issues to ensure a positive experience.
• Monitor customer satisfaction levels and implement strategies to improve customer retention.
• Analyze customer feedback and trends to identify areas for improvement.
• Collaborate with various departments (such as marketing, operations, and product development) to enhance the customer experience.
• Develop and implement customer loyalty programs and initiatives.
• Provide regular reports and insights on customer satisfaction and engagement metrics.
• Stay up-to-date with industry trends and best practices to continuously enhance our customer service.

 KNOWLEDGE AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer relationship management, preferably within the transportation or online services industry.
• Strong interpersonal and communication skills.
• Exceptional problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM software and other customer management tools.
• Ability to work collaboratively in a fast-paced environment and flexible working hours.
• Excellent organizational and time management skills.
• Analytical mindset with the ability to interpret data and make informed decisions

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Responsible for growth of the branch and hitting monthly sales targets. The role also ensures smooth running of the assigned branch. He/she is also responsible for making of daily decisions regarding the branch operations whilst ensuring customer satisfaction.

KEY ROLES AND RESPONSIBILITIES

Financial

• Ensure branch meets and surpasses the monthly set sales target.
• Ensures branch growth of both new and existing business, with a special focus on new business.
• Identify opportunities for business growth and expansion.
• Push for waterproofing, special effects, and new products sales as per set revenue targets.
• Share competitor activity report on prices and activities
• Draw route plans, Track and ensure Trade sales representative meet their set Revenue targets.
• Ensure that cross selling and upselling to customers is ongoing in the branch for increased sales and customer satisfaction.
• Ensure cash and cheques collected from the day’s sales are deposited.
• Report discrepancies he/she finds within the accounts to the Assistant Retail Manager.
• Ensure customer cheques for the day’s sales is banked.
• Liaise with the Branches Coordinator to ensure all local licenses are up to date and are displayed at the branch. Captured under Risk Management.
• Monitor the local market and analyze company product movement and penetration. Submit this information to the Branches Coordinator.

Customer

• Create a welcoming environment, greeting and apprising customers in a warm, courteous and professional manner. Enhance customer experience in the Branch
• Respond to all customer related queries at the branch.
• Receive phone calls from customers, other branches and staff at the company’s headquarters.
• Assist and guide customers in choosing the company products.
• Reply to emails sent to the branch’s email by customers.
• Resolve customer complaints promptly and effectively, escalating the same to the ARM when necessary.
• Supervises all the staff in the branch ensuring they keenly and professionally adhere to their roles for customer satisfaction.
• Ensure all staffs are trained on customer service
• Ensure account manager is done promptly and recorded

Process Operational Excellence

• Open and close the branch according to Company set time.
• Send the attendance register to the Human Resource Assistant and the Branches Coordinator every morning.
• Ensure the branch is clean before commencing with the day’s operations.
• Ensure the branch has adequate stock at all times and keep record of slow-moving items.
• Ensure staff adhere to company policy
• Notify the Human Resource Office and the ARM of any disciplinary issues arising at the branch.
• Ascertain daily stock take is done
• Receive ordered goods from the headquarters. Confirm that the goods match the order before signing and stamping the delivery note.
• Supervise the offloading of delivered goods and ensure they are well arranged.
• Submit monthly reports on the branch’s operations and sales.
• Convene and supervise weekly branch meetings.
• Participate in daily stock take at the branch.
• Prepare a weekly cleaning roster for staff at the branch.
• Conduct a monthly stock take with the external consultant.
• Return items that are slow moving to the headquarters after notifying the procurement officer.
• Adhere to the Health & Safety requirements, company QMS and the requirements of ISO 9001:2015 Standards.
• Any other duties as may be assigned.

Team development

• Introduce and train staff on new products.
• Provide training and assistance to new joined staff at the assigned branch.
• Attend internal and external seminars and trainings.
• Maintain professional and technical knowledge by reviewing professional publications.
• Set clear Team performance expectations and provide feedback and ensure all branch staffs are appraised.
• Identify talent and coach for growth
• Team Management

 Risk management

• Ensure zero stock variance
• Mitigate Risks related to operations, security and customer data protection.
• Liaise with the Branches ARM to ensure all local licenses are up to date and are displayed at the branch. Captured under Risk Management

QUALIFICATIONS AND EXPERIENCE:

• Diploma in a business-related course.
• Strong and confident communicator.
• Proficiency in MS Office applications.
• A minimum of 3yrs of experience in sales and managing teams, preferably in the retail sector.
• Experience in leading teams an added advantage
• Proficiency in ERP systems such as Sage, Sci-fy, etc.