Customer Service Officer
(Call Centre)
Full time | Location: Accra
Overview
The job holder would develop and manage a customer service management system that will deliver excellent support to both external and internal stakeholders in order to achieve Kasapreko PLC business goals and objectives.
Duties
- Contribute to sales forecasting during marketing or distributor incentive promotions as well as general sales forecast for each financial year.
- Responsible for keeping an accurate customer data base and regularly communicate with them as follows;
- Follow up on sales information (full and empties stock levels in their respective warehouses daily)
- Prompt sales managers when customers are reaching minimum stock levels for respective brands.
- Communicate new company policies, example new prices, promotions, among others.
- Inform them of no sales operations during holidays, among others.
- Well wishes on behalf of the company during holidays, birthdays, among others.
- Responsible for addressing product complaints, breakage and replacement issues.
- Acquiring a detailed understanding of all campaigns and employing the selling skills and techniques in which you have been trained to ensure a high conversion rate.
- Ensure that enquiries, contracts or order handling including amendments, and customer feedback including customer/consumer complaints shall be channeled through customer service in consultation with the Quality Systems Manager.
- Follow up calls to new customers to say thank-you and enquire about their level of satisfaction with the service they received.
- Solve customer problems and/or channeling it appropriately for solution.
- Use the telephone in a courteous and professional manner according to agreed corporate standards.
- Operate switchboard / call centre infrastructure to connect, hold, transfer, and disconnect telephone calls in line with established performance standards.
- Other reasonable tasks / duties as may be assigned by management.
Skills and Attributes Required
- Experience in dealing with consumers /distributors/wholesalers.
- Good articulation of local languages (multilingual)
- Competition awareness and benchmarking
- Interpersonal and leadership skills
- IT literacy – MS Word, Excel, and PowerPoint
- Brand awareness and profile.
- Analytical and attention to details.
- Creative thinking and excellent communication skills.
- Excellent selling, negotiation, and presentation skill.
Qualifications
- Minimum first degree in Business Administration (Marketing) or related.
- 4 years relevant experience in Customer Service Management, Sales Operations or Marketing.
Job Location
Accra
Job Type
Full time
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