Conduct regular customer service process reviews and audits to ensure gaps and risks are managed, procedures followed and improvements are effected.
Liaise with the Sales and Accounts teams to come up with a good CRM system and audit its usage.
Handle and/or escalate accordingly the enquiries that come through the customer service contact channels (email/telephone).
Obtain customer testimonials.
Prepare customer service reports by collecting, analyzing, and summarizing data and trends.
Organize for customer service trainings to staff directly engaging the customers on the various and relevant topics on handling clients.
Ensuring all relevant communications, records and data are updated and properly stored.
Identify customer touch points and develop and implement innovative means to serve customers better throughout the customer lifecycle in conjunction with the other teams.
Come up with ways, criteria and metrics to appreciate customers who bring a lot of business to the company.
Liaise and communicate with the customers who win gifts, vouchers or raffles from the company.
Maintain hard and soft copies of clients’ offer letters.
Handle Front office roles in the absence of the Front office Executive when requested by management.
Identify and assess customers’ needs to achieve satisfaction.
Check on quality of service offered to the customers by randomly contacting the clients engaged by the sales team and getting their feedback as well as compiling the quality reports.
Conduct weekly site visits checks by randomly contacting the clients who attend and generate reports on the same.
Handle product recalls (refund requests) and attempt to persuade customers to reconsider cancellation and find out the reasons behind the decision for future improvement.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and prepare incidents reports.