Sun King Customer Service Executive Jobs in Malawi
About the role:
The Customer Service Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.
What you would be expected to do
Handle customer complaints through calls, tickets and emails within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
Provide internal assistance by answering questions and assisting with the resolution of issues for all customer-facing teams (Tier 1 Technical help, Billing, Sales and Account Management).
Communicate effectively with the management team and other internal teams to resolve issues.
Resolve escalated customer issues within stipulated SLA to ensure customer satisfaction.
Flag system or product anomalies affecting customers in a timely manner
Close Looping with customers who have had their tickets resolved to guarantee resolution and satisfaction
Continuous learning of new technologies and processes to be equipped with sufficient knowledge to resolve queries.
Compliance to processes and procedures while ensuring accuracy in escalation of all customer pain points that cannot be resolved on call/ticket to relevant stakeholders
Follow up with customers on wrong or pending payments to assign to correct account in a timely manner
Identification and flag of fraudulent activities and handle as per business requirements
Work with key stakeholder teams to drive complaints resolution within stipulated SLA
Work closely with After Sales team to ensure technical complaint resolution within SLA
Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
Proactively flagging off any surge on customer complaints trends and improvement, preventive proposals to enable assessment of processes, products and systems to meet customers’ needs to achieve satisfaction.
Build sustainable relationships with customer accounts through open and interactive communication
Keep records of customer interactions on complaints, and provide accurate, valid, and complete information of solutions given through the available systems and tools.
Provide regular feedback to on pain point and improvement areas to drive FCR at first point of contact to help increase our efficiencies in world class customer service
Perform any other duties that may be assigned.
You might be a strong candidate if you
Hold a Degree/Diploma in a Business Administration/ Customer Service/social sciences/IT and/or any business related field
Have good command of technical knowledge on electronic products. Solar products knowledge will be an added advantage
Have at least 3 years experience in a busy call center environment
Possess basic computer skills to facilitate guided troubleshooting of own internet and tools, online meeting channels e.g. Google meet, Zoom, Ms Office applications
Possesses excellent team and soft skills with a high level of discipline and time management
Have clear and straight to the point communication skills with fluency in both written and spoken English and Chichewa
Can demonstrate problem solving ability and attention to detail to complex issues
Have the ability to multitask and ensure that key deliverables are not compromised by the work from home environment
Are able to work with minimal supervision
Are able to maintain a cool head during difficult conversations
How to Apply
For more information and job application details, see; Sun King Customer Service Executive Jobs in Malawi
Find daily jobs in Malawi. Jobs – Malawi jobs. Search our career portal & find the latest Malawi job positions, career opportunities & jobs in Malawi.
Jobs in Malawi – banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Malawi.
Find your dream job from 1000s of vacancies in Malawi posted and updated daily – click here!
Click here to post comments
Join in and write your own page! It’s easy to do. How? Simply click here to return to 3 Best Africa Jobs.
