Flannels Supermarket need the service of a conpitenent Customer Care Representatives to support the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner. Inorder to implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.
The Customer Care Representatives Is Expected To:
- Receives processes and verifies the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe systems and customer purchase orders.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to appropriate personnel/departments.
- Ensures and provides quality service to both internal and external customers.
- Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
- Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
- Performs assigned system maintenance to various electronic order files.
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
- Responsible for the maintenance of an appropriate system of internal control for all assets, including physical, human resources and information.
- Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
- Facilitates the collection of competitive information in order to monitor business trends and opportunities.
- Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.
- Responsible for being familiar with the organization’s by-laws in order that all recruitment and retention decisions are made within by-law boundaries.
- Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers.
QUALIFICATIONS:
- A degree from an accredited institution in a related field.
- Incumbent is required to have (1) one years progressive customer service or direct marketing experience.
- Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills.
- Must also have an excellent sense of priorities. Must be bilingual with data base management experience.
- Excellent interpersonal skills.
- Ability to identify and meet customers’ needs and requirements.
- Strong attention to details, possessing a sales aptitude and interested in preventing errors and solving problems.
- Must be computer literate and current on new technology.
- Must be hardworking, a self-starter and a problem solver.
- Demonstrated excellence in organization and time management skills.
- Able to perform multiple tasks efficiently.
- Exceptional phone and customer service skills.
- Positive and upbeat attitude.
- Ability to move freely throughout the building to gather information, materials and authorizations.
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