Customer Care Service Executive

Job Title: Customer service Executive

Department: Customer Service

Reports To: Customer Service Supervisor

Location: Lusaka

Type: Fulltime

SUMMARY POSITION

Customer Service Executive is primarily responsible for ensuring delivery of exceptional customer service. The executive will work closely with the operations and sales teams to service existing and potential customers by providing product and service information while resolving product related issues effectively. The job exists to assist; retain; acquire and/or recover customers.

KEY RESPONSIBILITIES:

1. Build rapport with customers by handling each customer call in a courteous, and professional manner,

2. Ensures consistently imparts the correct product and payment services information to new customers during each call.

3. To undertake customer satisfaction surveys

4. Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.

5. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.

6. Ensure that the quality of each call is in compliance with predefined quality parameters.

7. New product upselling to existing and on boarding customers.

8. Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the supervisor.

9. Utilizes the relevant tools and resources provided by the Company to respond to customer queries and give outstanding customer experience.

10. Ensure strict adherence to established attendance schedules.

11. Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.

Provides the relevant reports daily – where applicable

12. Appropriately escalates customer queries to the Supervisor to ensure speedy resolution of the same.

13. Ensures daily performance targets are met.

14. Undertake credit collection Collaborating with other departments ensure a seamless customer experience.

QUALIFICATIONS:

Certificate in Business Administration or any related field with 1 year experience.

Closing dates: 7th February 2025.

Send Updated CV and qualifications to: careers@rdg-home.com