• Welcome all customers and visitors in a friendly and professional manner, Answer, all first level enquiries received in person, by mail, email, through call centre, social media and web in a friendly and professional manner. • The quality of customer interaction is proactive, customer friendly and compliant to organizational brand guidelines and Customer Service standards. • Provide accurate information, promotional & registration material on all services offered by the Organization. • Guide customers on the registration process and make all reasonable efforts to provide resolution at first contact. • Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward. • Promote self-access solutions to customers and facilitate their journey by working flexibly as a floor walker. • Contribute to customer service indicators like CSAT, customer feedback, net promoter score, customer effort assessment scores for the centre. • All opportunities are recorded on CRM, databases and records, and information files are kept up-to-date in line with requirements outlined by Customer Services Manager. • All feedback and customer comments are passed on to the shift incharge or line Manager within one working day and recorded in writing. • Using the appropriate systems, to register and obtain payments from all customers, while adhering to the procedures in place. Effectively resolve and record customer enquiry, reason for contact and contact details on CRM or appropriate system. • Handle first level complaints promptly and escalate serious and sensitive complaints in a timely manner. • Acquire and maintain an excellent level of product knowledge at all times. • As duty officer ensure that designated tasks for the relevant shifts are completed accurately. • Specific projects and responsibilities given to each member of staff (eg: product leadership or information management) are carried out in line with objectives. • Flexibility to rotate between work stations, ie Call centre, front of house/front desk, meet and greet, and integrated customer service desk. • Flexibility to work extra hours during registration period in order to achieve the service level agreements on access and quality. • Recording income accurately and managing end of day reconciliation. • Responding to more complex enquiries such as refunds and transfer postponements class credits etc in line with process agreed with the business team. • Cross sell and upsell organizational services to deepen the customer engagement with the organization using a ‘’soft sell’’ approach. • Handling consultations and turning enquiries into sales while achieving the defined conversion targets. • Make outbound calls when required, to support customers dropping out at different stages of the customer journey. • Maintain and record data in a risk averse manner and capturing customer consent on the required system. • Accurately and promptly mange day end reconciliation - Responsible for balancing physical cash, card payments, cheques & direct bank transfers with the final day end reports. • Familiarise on the Customer Service financial guide and ensure this is followed at all times.
• Minimum bachelor’s degree from any discipline.
• Freshers are also encouraged to apply.
• Candidates must have good communication skills in English (B2/C1-Level).
Contractual
