Customer Relations Officer

SUMMARY:
Customer Relations Officer

POSITION INFO:

PURPOSE:

Primary purpose of a Customer Relations Officer is to handle the concerns of the people who buy the company’s products/ services. They work to rectify issues experienced by individual customers as well as aim to improve the organization’s overall customer satisfaction ratings.

REQUIREMENTS:

• Grade 12 (Matric) or relevant NQF Level 4 Qualification.
• Exposure in the meat industry will be an advantage.
• Applicable tertiary Qualification – Diploma or Degree
• Familiarity with office software and phone systems a plus
• Minimum of 3 years’ experience in customer support
• Good Communication Skills (Verbal and Written).
• Attention to Detail.
• Thoroughness and Accuracy.
• Market knowledge
• Ability to Function Under Pressure.
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• Ability to Work Independent

KEY RESPONSIBILITIES:

Customer Records

• Open and maintain customer accounts by recording account information
• Maintain financial accounts by processing customer adjustments
• Maintains customer records by updating account information
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analysing customer information
• Keep records of customer interactions, process customer accounts and file documents
• Close out or open call records

Customer enquires  

• 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
• Contribute to team effort by accomplishing related results as needed
• identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions