Customer Service Agent

The incumbent is responsible for ensuring that customers are served in an efficient and timely manner and leave fully satisfied with their purchases. The incumbent must ensure that superior customer relationships are established and maintained.

ROLE & CORE FUNCTION - CUSTOMER SERVICE AGENT

The incumbent is responsible for ensuring that customers are served in an efficient and timely manner and leave fully satisfied with their purchases. The incumbent must ensure that superior customer relationships are established and maintained.

RESPONSIBILITIES & DUTIES

Supports the process of retrieval of goods from warehouse to the service counter in preparation for dispatch or delivery to the customer

Checks to verify correctness of goods against the invoice presented by the customer.

Assists in Inspecting goods retrieved before delivery to customers 

Receives, addresses and/or redirects complaints from customers for speedy resolution

Make it a priority to build relationships with customers and understand their business.

-        Use this information to upsell and recommend new products etc, and provide intel to Sales Manager.

-        Keep abreast of customers’ events and happenings – eg bereavement, birthdays etc

Assist in organizing and carrying out promotional activities of the company. 

Assist in conducting customer surveys

Attends and actively participates in Team meetings

Ensure the cleanliness and the aesthetics of the customer service area.

Provide a report -monthly or as required (outline will be provided)

Any other duties that may be assigned

 QUALIFICATIONS & OTHER REQUIREMENTS

Minimum: High School Graduate, Five passes in CXC or equivalent subjects including Mathematics and English *

Food Handlers’ Permit

Knowledge of good manufacturing practices

HACCP awareness training

Training in customer service techniques

Valid Police record

Two written references

EXPERIENCE

At least two years working experience in a customer service position.

SPECIALISED KNOWLEDGE

1. Be fully knowledgeable of all products & packaging materials stocked and sold by the company for resale as well as technical services offered.

SKILLS SET:

Excellent Communication – oral and written                       Excellent interpersonal skills

Keen eye for details                                                  Observant      

Negotiation skills – persistence, persuasive             Proactive

Upselling skills                                                         Time Management 

Diplomatic                                                                 

Knowledgeable                                                                      

Critical thinker

Good judgment