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What you would be expected to do

Customer Education and Assistance:

• Offer comprehensive product and service education to customers efficiently and effectively.
• Handle customer queries with the utmost quality and professionalism.
• Provide timely assistance to the sales team in addressing prospective customer inquiries.
• Ensure customer information is accurately updated in the required tools as per standard operating procedures.

Query Management:

• Manage customer queries promptly to avoid long waiting times and high drop rates.
• Ensure all customer interactions are handled within standard handling times.
• Proactively listen and answer all queries efficiently while maintaining high service quality and standards.

Customer Relationship Management:

• Build and maintain good customer relationships, catering to a diverse customer base.
• Proactively contact dormant customers to resolve any pending issues.
• Help minimize defaults by reaching out to customers with delayed payments.
• Check customer satisfaction post-sale to increase customer retention.

Process Compliance and Improvement:

• Ensure process compliance and follow through on customer process recommendations.
• Report issues raised by customers that require immediate action or resolution by management.
• Initiate and implement corrective actions as needed to maintain an excellent standard of service and high customer satisfaction.

Performance and Reporting:

• Accomplish the customer service vision and mission by meeting key performance indicators set by the function.
• Gather and document information about the customer and the product via available systems.
• Be available to handle inbound and outbound traffic during both low and peak hours.