Customer Services Officer (4)

at Nicol Investment and General Supply.
Location Dar es Salaam, Tanzania, United Republic of
Date Posted October 20, 2021
Category Customer Service
Management
Job Type Full-time
Currency TZS

Description

Description

Job Summary
Will be in charge of all front office and back office customer experience operations and acts as the escalation point for internal teams. The Customer Services is responsible for all written communications to the customers via e-mail, social media, and all other communication channels and liaises with all internal departments towards customer complaints & sales lead management.

Minimum Qualification: Bachelor or Diploma
Experience Level: Mid level
Job Description/Requirements
CUSTOMER SERVICE ASSISTANT

Job Purpose

The Customer Experience Assistant is in charge of all front office and back office customer experience operations and acts as the escalation point for internal teams. The CS is responsible for all written communications to the customers via e-mail, social media and all other communication channels and liaises with all internal departments towards customer complaints & sales lead management.

Job Description

Operational Support Functions

Providing premium quality service & developing customer loyalty by implementing high-quality interactions with customers.
Attending to wide-ranging customer queries & complaints via telephone and e-mail in a professional & timely manner while providing end-to-end solutions.
Liaising with internal departments such as the Technical, Sales, Finance & Marketing departments in addressing queries & ensuring resolution of customer complaints within set turn-around-times.
Coordinating customer experience initiatives as guided by the Head of Customer Experience Manager in an efficient and effective manner.
Performing diverse tasks such as updating customer files, archival storage & preparation of quotations.
Educating customers on existing products, services & procedures, while cross-selling new products and services.
Providing and implementing recommendations on service improvement & ensuring reduction in customer dissatisfaction.
Escalating long-standing complaints and instances of dissatisfied customers to the Country Manager.
Manage the service contract initiative in liaison with the Technical & Sales departments & provide monthly reports.
Contact the customers, schedule technical visits, update the service contract database & file all contracts & technical visit reports.
Send out a written reminder and fee note to all service contract customers, one calendar month before the expiry of the existing contract.
Monitor all service call-outs and ensure that clients are assisted in a timely and efficient manner.
Contact all solar customers one week after the conclusion of their installation and gauge satisfaction levels.
Log customer feedback & prepare weekly reports.
Follow up on completion & of all installations and share a weekly report
Respond to queries received on the dedicated Customer Service mailbox within 1 hour of receiving the same.
Manage and update the leads database, ensure information flow to the relevant sales teams & provide monthly reports.
Participate in all internal Customer Experience initiatives as may be drawn from time to time.
Ensure that all monthly reports are sent to the Country Manager & copied to the Group Customer Experience Manager or relevant teams as advised by the 4th day of every month.
Manage all required social media pages and respond to all queries within 1 hour to ensure a response rate of 98%.
Introduce & manage the referral rewards program ensuring that customers are rewarded in accordance with the value of profits received on each sale (using available matrix).
Participate in promotional activities for new products & services in liaison with the Sales & Marketing departments.
Warranty claim management – Assist the Battery Centre in claim management processes including the provision of claim feedback to customers & preparation of monthly reports.

Application requirement,
Diploma or Bachelor degree
Must be a lady
All shortlisted should be contacted.