The holder of this position will report to the Marketing & Business Development Manager. 

KEY RESPONSIBILITIES: 

• Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat. 
• Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions. 
• Information provision: Provide accurate and detailed information about products, services, and company policies. 
• Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures. 
• Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty. 
• Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs). 
• Escalation: Escalate priority issues to the appropriate department or supervisor when needed. 
• Compliance: Adhere to the company guidelines, security policies and procedures. 
• Upselling: Identify opportunities to upsell products or services when appropriate. 

REQUIRED SKILLS AND QUALIFICATIONS 

• Ability to use computers, navigate various software programs. 
• Understand the products or services the company offers to provide accurate information. 
• Excellent verbal and written communication skills. 
• Active listening skills. 
• Strong analytical skills to identify customer problems and find effective solutions. 
• Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers. 
• The capacity to adjust to different customer personalities and unique situations. 
• The ability to manage multiple tasks simultaneously. 
• The ability to work effectively as part of a team. 
• Diploma in Business Administration, Communications or a related field. 
• Previous experience in customer service or call centre is preferred.

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The holder of this position will report to the Marketing and Business Development Manager. 

KEY RESPONSIBILITIES:

• Provide support: Respond to customer inqiries, resolve complaints, and manage accounts to ensure customer satisfaction. 
• Gather feedback: Collect customer feedback through surveys and direct interactions to identify areas for improvement. 
• Handle issues: Proactively identify potential problems and work with internal departments to find solutions and ensure a positive customer journey. 
• Onboard customers: Ensure a seamless and positive onboarding experience for new customers. 
• Generate leads: Identify and generate leads for sales teams through various channels, including online chats and in-person interactions. 
• Promote products: Cross-sell products and services to existing and potential customers to help meet departmental targets. 
• Create content: Assist with creating marketing materials and content to enhance brand presence and engagement. 
• Analyze data: Track and analyze marketing campaign performance and use customer data to inform marketing and business strategies. 
• Manage communication: Handle customer communications, such as SMS reports and live chats, to enhance engagement. 

KEY ATTRIBUTES:

• Creative, proactive and detail-oriented 
• Customer experience focus. 
• Excellent Verbal and written communication skills. 
• Polite with a friendly attitude. 
• Be a team player and self-driven. 
• Have Trouble shooting, Problem solving skills and empathy with delightful customer experience. 

REQUIRED SKILLS AND QUALIFICATIONS:

• Bachelor’s degree in Marketing, Business Administration, Communications, or related field. 
• 2–3 years’ experience in marketing, sales, or customer experience engagement. 
• Strong communication, organizational, and analytical skills. 
• Proficiency in Microsoft Office.

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