Customer Service Representative

Customer Service Representative

Job Title:   Customer Service Officer

Reports To:           Branch Supervisor

Manages:              N/A

Strategic Objective

To improve quality and ensure timely delivery of services

Job Purpose

Provides assistance to customers transacting business in the Company and disseminates information to customers and the general public on the services and products provided by the Company.

Key Outputs

• Correspondence (in-coming and out-going) is verified
• Correspondence database established
• Products and services marketed

Key Responsibility Areas:

• Provides assistance to customers using all implemented modes of communication services
• Greets all ASAP customers
• Informs and explains to customers the products and services of the Company
• Responds to general and specific customer queries and provides accurate information about ASAP's offerings
• Navigate ASAP system to facilitate customer package collections
• Accepts customer payment for packages
• Request packages from Warehouse Personnel as required
• Assists with data updating to aid the development of monthly reports
• Prepare precise pick-up and deliver reports at the end of each work day
• Effectively log customer complaints
• Facilitate the provision of customized data to clients
• Promote all products and services to clients

Other Responsibilities

• Assists with public education/outreach programs conducted by the Company
• Performs other related duties assigned from time to time by the Supervisor

Performance Indicators:

• Correspondences are dealt with expeditiously and reflect ASAP’s standards in quality
• Walk-in customers are promptly attended in terms of completing retrieval of packages
• Customer payments are received, recorded and accurately accounted for
• Customer queries of advanced nature are routed immediately to relevant personnel for answers and or instructions/clarification
• Transaction reports are timely and accurately prepared

Required Competencies:

The Customer Service Officer will be able to demonstrate:

• Tact
• Initiative
• Excellent interpersonal skills
• Good planning, organizing and problem-solving skills
• Competence in the use of word processing spread sheets and other relevant software.
• Good oral and written communication skills
• Ability to work effectively in fast-paced environment
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Minimum Required Education and Experience

• Certificate in Business Administration/Customer Service/Communication or related field
• Five (5) CXC/GCE O’Level subjects, including English Language and a numeric subject
• Two (2) years related working experience
• Knowledge and experience in courier services would be an asset.
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Special Conditions Associated with the Job

• Prolonged computer use
• Work under pressure of deadlines
• Occasional unpleasant environment from dealing with difficult/abusive customers.
• Frequent walking and standing.

Resources Managed

• Database

Authority to

• Nil