The Dexterity Group which owns Freeview Africa is a
Multi-dimensional organisation which works nationally and internationally.
The Dexterity Group recognises that the quality of its staff
and their contributions represent its most significant asset in fulfilling its
mission. We wish to attract staff who are keen to join and who, once here, will
feel proud to be contributing to our success. In return we aim to ensure that
the career and personal potential of staff is rewarded, recognised and
developed in a properly resourced and supportive environment.
The Dexterity group is now recruiting for the Position
Job Title: Customer
Service Executive
JOB PURPOSE: The Customer Service Executive’s role is to
ensure our customers receive outstanding support and all their needs are met.
Customer Service Executives attracts potential customers by answering product
and service questions; suggesting information about other products and services.
Process orders, prepare correspondences and fulfill customer needs to ensure
customer satisfaction. The target is to ensure excellent service standards and
maintain high customer satisfaction.
PAY: Negotiable
(Depending on experience)
Description Of Duties
And Responsibilities:
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analysing customer needs
- Prepare product or service reports by collecting and analysing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with Head, customer service to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media
Person Specification
Requirements:
- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Bachelors degree
Skills & proficiencies:
- Customer Service
- Product Knowledge
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multi-task
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
How to Apply
If you are interested in joining Dexterity Group, then click
here to apply
Application Deadline
12th January, 2018
