Job Description

Description

JOB DESCRIPTION



Name



:





Position



: Customer Care Representative





Department



: Customer Care



Reporting To



: Customer Care Supervisor & Customer Care Manager



Position Type



: Full Time



I.



Job Summary



Customer Service Representative will work closely with other team members to provide information to our customers about their transactions, profiles and general inquiries about our products and services.



II.



Duties and Responsibilities



Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and /or escalate the issue if necessary. Keeping up to date with all new changes and information which may be relevant to your position you need to be knowledgeable. Manage Customer Care queries received on the assigned channel, this can be Chat, phones, tickets and selected Social Media sites Consistently meets the assigned KPIs for the assigned channel. Understands the importance of Privacy and follows the legislation and procedures accordingly Maintains customer records by updating customer information. Recommends changes which may be needed to management by collecting customer information and analysing customer needs. Contributes to the CS team by assisting to accomplish department goals. Follows all internal procedures and polices Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents. Completes assigned tasks and shift responsibilities daily Develops and Maintains relationships throughout the organization between agents, correspondents and staff Maintains customer satisfaction in high levels. Follows all internal procedures and polices. Understands the importance of Privacy and follows the legislation and procedures accordingly Report all incidents, hazards and injuries as soon as possible (within the same shift) to the appropriate person Participate in all WHS training and emergency evacuation drills as requested. Other duties, special projects, and special reporting as assigned without extra remuneration

III.



Job Requirements/ Qualification



Bachelor's Degree in any related field Atleast 2 years' experience in related field Highly driven with passion for excellence in customer service Fluent in English

IV.



Competencies and Skills



Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Understanding of company products, services, and policies. Proficiency with computers and strong typing skills. Ability to ask prying questions and diffuse tense situations. Strong time management and decision-making skills. Adaptability and accountability to build a career within the company. Fluency in multiple languages may be desired.








The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.




Acceptance



I, ______________________________________, Government ID. / Passport No: _________________________ hereby accept the above Annex B - .



Signature:___________________________ Date:_______________________