To be the voice and face of the business when the customer first makes contact and engage them by giving them the world’s warmest welcome. Be the first part of the link in the customer experience related to the sales process, handling professionally and efficiently, all initial customer concerns and queries and follow through escalations to ensure closure.
KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
Handling all incoming telephone communications, using systems provided to log reasons for call or visit and forwarding to relevant team members, subject to availability
Providing excellent and a delightful customer experience as per company policy and procedures
Resolving customer queries promptly, within company guidelines, before escalating to higher level if necessary
Attending to customer needs, understand their requirements so that maximum number of enquiries are handled quickly and forwarded on responsibly
Logging calls (including time, date and caller details)
Maintaining an up to date knowledge of personnel and procedures
Delivering a warm welcome to all walk-in customers quickly and as proficiently as possible, by coordinating with employees and customers.
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