Job Description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Primary job functions do not typically require exercising independent judgment. Typically reports to a general manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Main Duties:

• Open and maintain customer accounts by recording account information
• Resolve product 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
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media

Job Requirements

• BA degree in the field and 2 years of experience in a related area.
• Diploma in the field and 2-4 years of experience in related area.
• Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of sales.
• She/he Works under immediate supervision of General Manager.
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skill
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• Computer Skills

How to Apply

ABAYS, Human Resource Department will invite all candidates meeting the required qualifications to send (i) an Application letter, (ii) Resume, and (iii) Copies of working (FOOD MANUFACTURING ) and educational credentials to abaystrading@gmail.com and include

“Application for PRODUCTION QUALITY CONTROL” in the subject line.

“Application for QUALITY Supervisor” in the subject line

NB. Only short listed candidates will be contacted.

Application Deadline: dec 5th 2020n the subject line.