First Class Executive (Complaint Team)
OSN
Total des années d'expérience :7 years, 0 Mois
• To be responsible for investigation, resolution and reporting of all customer related complaints.
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
• To manage the resolution of customer complaints, within given timescales.
• Resolve customer complaints via phone, email, mail or social media.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure.
• Escalate all unresolved issues/complaints to the line manager
Sells products by establishing contact and developing relationships with prospects; recommending
solutions.
Contact potential or existing customers to inform them about a product or service
Maintains relationships with clients by providing support, information, and guidance.
Maintain good relationships with the existing as well as new clients.
Offers additional or upgraded services, while providing a quality customer experience.
Analyze customer feedbacks and develop new techniques to ensure customer retention.
Make outbound calls to existing Members to secure the renewal of membership.
Enter and update customer information in the database
• Provide accurate, valid and complete information by using the right methods/tools
• 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.
• Ensure customer satisfaction and provide professional customer support.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Sell products and services.
• Inform customer of deals and promotions.
• Receives products and coordinates delivery.
• Prepares loads for shipment.
• Facilitate the shipping of products from one destination to another.
• Monitor office supplies and place orders when necessary.
• Keep logs and records of warehouse stock, executed orders etc.
• Prepare accurate reports for upper management.
• Resolve any arising problems or complaints.