Customer Relations Officer

Short Job Description: 

An organisation that provides telephone-based services to various businesses is looking for a Customer Relationship Officer to ensure that clients receive an excellent customer experience and that the interests of the organisation are protected throughout the customer lifecycle.

Where will the candidate work from, if not home based? (Town/Suburb or state work-from-home): 
Milnerton
Select which one of these best describes the role: 
Part-time hours
Main area of expertise for this position: 
Customer Service
Required Qualification: 
English
Required computer program skills: 
Microsoft Office
Estimated hours (state hours per day or week): 
20 hours per week
Hourly rate /Project fee/ Salary: 
R145 per hour (neg)
Job posting date: 
Friday, January 11, 2019
Full Job Description: 

REPORTS TO: OPERATIONS DIRECTOR

MAIN RESPONSIBILITIES

  • Proactively communicate status and progress of customer’s service delivery from receipt (thank you email on approved order) to delivery (signed off installation).
  • Ensure customer training and handover documentation is delivered on sign off.
  • Act as the “voice of the customer”,  to be the advocate for the customer (fully understanding their needs and concerns) to direct prioritisation and decision making.
  • Follow up with customers who have received service delivery, to obtain tangible feedback and make actionable recommendations to improve the future customer experience.
  • Ensure customer service provided maintains an excellent standard through monitoring, training, and intervention when necessary.
  • Copy relevant Account Manager or Sales Manager on client communication.
  • Act as a conduit between Service Department and the rest of the business for internal requests.  Being responsive and maintaining communication so that internal stakeholders are aware of deliverables, timeframes and priorities.
  • Social media communication of customer success stories and positive public relations in order to raise awareness of service excellence.
  • To support problem management as required.
  • To assist Operations Director as required.

 

KEY SKILLS AND EXPERIENCE.

  • Excellent communication and inter-personal skills.  The ability to communicate at all levels both externally and internally.
  • Attention to detail – “completer finisher” characteristics.
  • Ability to solve problems under pressure and to tight deadlines.
  • Proven ability to work independently and within a team of different service providers.
  • Customer service experience.
Application process:
Before applying check that your CV is not too brief and that the roles and responsibilities reflect your capabilities rather than a list of tasks. You have up to 6 places of previous employment to demonstrate your worth to the client. Use all of them if possible. Write a strong motivational email reflecting why you should be considered for the role. Before the employer sees your CV, they will see your motivational email. For your own privacy of data do not include contact details in the motivational email, the client requests these from RecruitMyMom.

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