December 23rd, 2021 at 12:29 pm
A big manufacturing company is seeking to recruit Clients Service Officer
JOB PURPOSE
- To provide assistance to the Showroom Officer and BDM/Sales and Marketing Manager to achieve the following:
- Provision of support and solutions to customers regarding product or service issues/concerns.
KEY RESPONSIBILITIES
The Client Service Representative’s responsibilities include, but are not limited to:
- Meet monthly contact center performance goals for customer satisfaction, quality, productivity, and other key metrics.
- Ensure that customers’ questions and problems are resolved properly and quickly.
- Address challenging customers and problems that require escalation outside of the department.
- Provide every customer with the highest level of customer service with a reassuring, professional attitude and a willingness to resolve the situation.
- Provide support and solutions to customers regarding product or service issues and concerns.
- Maintain accurate customer records by updating account information.
- Negotiate Deals with Customers
Gender Policy and Equity
- Supports and promotes the company’s gender policy and the Network’s initiatives for gender sensitivity and gender equity.
- Promotes a culture of gender equity and sensitivity among staff and clients.
- Promotes and supports gender equity, equal opportunity, and diversity policy.
Self-development
- Develops and maintains own knowledge, expertise and professionalism.
- Keeps abreast of current developments in the furniture manufacturing industry including micro and macro environmental factors and trends, through local and international networking activities, as it relates to Showroomissues.
- Meets personal training and development needs through relevant Showroomrelated professional and commercial training and networking activities.
Qualification Required & Experience
- Prior experience as a customer service or marketing officer, ideally at a similar company.
- Extensive experience selling comparable products.
- A degree in Marketing or similar is highly advantageous.
- Minimum 1 year of call center and customer service experience
- Outstanding interpersonal and communication skills for interacting with customers via phone and written correspondence
- Excellent problem-solving skills
- Ability to maintain composure under stressful conditions
- Ability to multi-task in a fast-paced environment
- Ability to make quick decisions to provide the best issue-resolution
- Proficient with computer-based work; Ability to learn in-house software applications
- Must work with integrity in all interactions and strive for excellence in all aspects of the job
Job Knowledge, Skills, and Experience
- Proven ability to use sound judgment and decision making
- Proven ability to analyze complex problems and recognize the root cause
- Proven ability to set clear goals and expectations
- Proven ability to communicate effectively and utilize communication tools appropriately
- Proven ability to exceed customer satisfaction
- Proven ability to motivate self and others
- Ability to use critical thinking
- Excellent identification of key causes
Planning and Performance Management
- Ability to set and deliver business goals
- Ability to plan, budget, and organize various functions necessary to accomplish project goals and activities
- Ability to set, monitor, and assess achievements against performance targets, quality standards, and service agreements
Reporting and Communication Skills
- Ability to consolidate, prepare and submit Showroom reports and correspondence
- Exceptional oral skills and ability to speak clearly to Showroom staff, communicate clearly and persuasively and instruct others
- Ability to interpret documents, understand procedures, and write reports
- Ability to maintain high standards of accuracy in the information and advice provided to the MD, Management, and employees
- Listening, comprehension, and understanding skills and sensitivity to the emotional, attitudinal and political aspects of human resources management
Organization and Interpersonal Skills
- Ability to enthuse and inspire employees to give their best in order to achieve goals
- Self-motivated team player with the ability to adapt and work cooperatively and effectively in different situations and teams to carry out the assigned task
- Ability to supervise, train and foster the development of staff providing feedback, support, and encouragement
- Ability to build and maintain effective relationships with individuals and teams
- Excellent organization, delegation, performance management, and time management skills
- Has a positive “can do” mentality and has the ability to address challenges and exploit all available resources to accomplish objectives
- Ability to motivate others by personal role modeling, professional credibility, and trust
- Ability to handle difficult people and tense situations with diplomacy and tact
- Ability to deal with complex problems involving multiple facets and variables in non-standardized situations
- Ability to maintain confidentiality in matters relating to employee’s personal information
- Ability to maintain and promote fair, non-discriminatory employment practices and employee treatment
Commitment to Mission and Gender Policy and Equity
- Commitment to the company’s mission, corporate values, and motivation as expressed in the ability to incorporate the mission and values in the work area
- Commitment to poverty eradication and an ability to transform the lives and communities of people in poverty
- Ability to support and implement transformational activities aimed at empowering all staff and clients in such a way that they become agents of social, spiritual, political, and economic transformation in their own communities
- Commitment to promoting and supporting gender policy and equity
- Commitment to equal opportunity and diversity policy and equity
Basic Mathematical and Numeric Skills
- Addition, subtraction, multiplication, and division in all units of measure using whole numbers, common fractions, and decimals
- Skill to locate routine mathematical errors
- Computation of rate, ratio, and percent including the drafting and interpretation of Showroom reports
Personal Computer Operation
- Intermediate skills in personal computer operation
- Reporting and communication software programs – word processing, PowerPoint presentation, and spreadsheet
- Typing speed to meet Showroom needs of the position.
KEY RELATIONSHIPS
- MD
- Management Team at all levels
- Production staff
- QS/Installation staff
- Procurement Officer
- Clients
- Visitors
- Credit Controller
Location: Accra
HOW TO APPLY
Interested candidate should send their CVs to: srvtcr475@gmail.com
Closing Date: 21 January 2022