Job Purpose:
To enhance services to VEML customers by providing a single contact point regarding all areas of business activities, (“one call does it all”), which combine to meet customers’ satisfaction and to promote companies’ objectives.
Key Responsibilities:
· Actively use available systems optimally to receive and resolve customer requests for information or assistance in a timely and accurate manner. Channel the queries/ requests to the relevant most appropriate Service Provider, guaranteeing a first-class service at all times. Customer calls cover a wide range of topics, including taking and raising orders, credit and account queries, delivery queries, complaints, technical information product availability and equipment service queries. This includes, logging of calls and issues, closing of calls, pro-actively chasing MASP to ensure timely feedback to customers.
· Work effectively within a team environment with an emphasis on providing courteous, polite and helping service to all customers through various communication channels e.g. telephone, email, and fax. This includes the provision of sound information and advice on our products and services.
· Use all communication tools available to communicate about the company’s offer and follow up till conclusion of sales if opportunity arises.
· Meet customer service standards and service performance governed by the Service Level Agreement signed with other departments. This includes looking at workflows, ensuring that follow-ups to customer requests take place between teams, and maintaining contact with MASP’s (Most Appropriate Service Providers) outside the Customer Service Center.
· Invoice customer promptly and correctly for before/after event sales.
· Create/update customer information / data in the system
· Prepare the relevant template for Credit Risk Assessment of existing or new customers with up-to-date data and submit to Credit Controller for Review and Assessment.
· Carry out reconciliation in a timely way.
· Understand the process of scheduling and confirmation of order and counter sales to act as back up in case of necessity.
Requirements
Knowledge, Skills & Qualifications:
1. HSC holder
2. Proficiency in IT tools and Social Media applications
3. Strong personality
4. Fluent in both English and French
5. Ready to work odd hours and public holidays when required
