Customer Service Agent

ROLE & CORE FUNCTION The incumbent is responsible for ensuring that customers are served in an efficient and timely manner while upselling the company’s products and services. The incumbent must ensure that superior customer relationships are established and maintained.

CUSTOMER SERVICE AGENT

ROLE & CORE FUNCTION

The incumbent is responsible for ensuring that customers are served in an efficient and timely manner while upselling the company’s products and services. The incumbent must ensure that superior customer relationships are established and maintained.

GENERAL RESPONSIBILITIES

Engage customers on entering the premises - determine their needs.

Upsell products based on full knowledge of product offerings and their uses.

Establish superior relations with customers– be conversant and follow through on matters which may  impact business.

Assist in conducting customer survey; providing timely reports to the Sales Manager.

Actively participate in promotion of company products on site.

Receives and redirects complaints from customers for speedy resolution.

Monitor the activities at the customer service desk which will include verifying goods being collected by/issued to customers.

Provide weekly reports to the Sales & Brand Manager.

PERFORMANCE CRITERIA

• Display high levels of honesty, integrity and cooperation.
• Excellent attendance, & punctuality and good work ethic.
• High level of  concentration and accuracy in performing duties

KEY CHARACTERISTICS

Excellent Communication – oral and written                                        Excellent interpersonal skills

Keen eye for details                                                                          Observant          

Negotiation  & Upselling skills – persistence, persuasive                       Proactive

Time Management

Diplomatic                                                                                    

Knowledgeable                                                                            

Critical thinker

Good judgment

QUALIFICATIONS & OTHER REQUIREMENTS

Minimum: Diploma in Business Mgmt- Marketing & Sales. Must have CXC subjects including Mathematics and English *

Food Handlers’ Permit

Knowledge of good manufacturing practices

HACCP awareness training

Training in customer service techniques (Certificate in Customer Service.)

EXPERIENCE

Minimum of 2 years’ experience in a similar position