Main Duties and Responsibilities

• Maintains standard service delivery time;

• Attends customers’ queries and complaints;

• Enhances the Company’s image through pro-active customer-driven servicing of their needs to maximize customer satisfaction;

• Provides efficient and high quality service to customers;

• Resolves problems by clarifying issues and exploring answers and alternative solutions; escalating unresolved problems;

• Maintains communication equipment by reporting problems;

• Maintains and improves quality services by adhering to standards, guidelines and procedures;

• Updates job knowledge by studying new product descriptions; participating in educational opportunities;

• Follows communication “scripts” when handling customers;

• When handling customer on phone, identify customers’ needs, clarify information, research required information using every available resources and provide solutions and/or alternatives sometimes escalating unresolved problems;

• Places calls to customers for the purpose of actively promoting products and services when needed;

• Provides standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.

• Improves and optimizes customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the sales mentality

• Ensures familiarity with all marketing initiatives and up-to-date customer support functions and processes

• Maintains open and transparent communication within the team

• Proactively escalates any issues that would affect the customer experience

• Provides first time resolution to customer contacts, taking into account the commercial value of each contact.

• Escalates customer complex requests to the Senior Customer Advisor and relay outcomes of investigations to customers.

Supervisor: Sales and Marketing Head

Job Requirements

Customer Advisor Requirements and Qualifications

• BA Degree-Marketing, Business Administration, Business Management or Accounting

• 2 Years’ previous experience in customer support, client services, sales, or a related field

How to Apply

Interested and qualified applicants are invited to send their Application letter, CV and scanned documentations via email to Jobs@hulegeb.com . Only shortlisted candidates will be contacted.