The role of a customer service representative is to provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Minimum Qualification :Diploma
- Experience Level :Entry level
- Experience Length :1 year
Work requirements and tasks will be guided by the laid down policies and procedures which is reviewed periodically but will fall broadly in the following Key Responsibility Areas (KRAs):
Lead Generation
- Recognize potential sales opportunities during customer interactions.
- Convert inquiries into actual sales or generate leads for future business
- Monitor market trends and competitor activities to identify sales opportunities
Product Knowledge:
- Be knowledgeable of the company’s products and services to effectively assist customers and provide tailored recommendation.
- Educate customers on product features, benefits, and usage to enhance their overall experience.
Up-selling and Cross-selling:
- Identify opportunities to offer additional products or services to customers that matches their needs increasing the value of each transaction.
- Meet or exceed set sales targets through upselling and cross selling while providing customer service.
Customer Interaction:
- Attend to customer inquiries through various channels, including phone calls, emails, live chat, and in-person interactions.
- Provide accurate information about products or services and address customer concerns in a professional and timely manner.
Problem Resolution:
- Troubleshoot and resolve customer issues, escalating complex problems to higher levels of support when necessary.
Feedback Collection:
- Collect and document customer feedback on products or services to help in refining sales strategies and improve on returns.
- Follow up on clients to help retain clients, fostering repeat purchases and long term loyalty.
Key performance Indicators
- % Meet the set sales targets
- % Increase in service level
- % Increase customer satisfaction
- % Increase in customer retention
Experience Profile
- Diploma/Degree in a Business-related field
- 1-2 year’s experience is recommended
- Previous experience in a sales role is preferred.
Personal Attributes
- Excellent time management
- Very good communication and interpersonal skills
- Accurate and fast problem-solving in high-pressure situations
- Good honesty and ethical behavior
- Good team player
