Customer Service Specialist
Main Purpose of the job
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
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Reporting to the Head of Business Development, the role (wider will be responsible for ensuring that customers receive outstanding support, and all their needs ore met The role holder establishes standards and protocols to be used in customer service to promote customer satisfaction across the business
Key Performance Areas
- Contributes towards the formulation and development customer service strategy that feeds into the overall Business development plan on Customer retention and growth
- Establish customer service practices and standards (policies and procedures) for customers service satisfaction to ensure MRI adopts the same types of standards in the manner in which issues are handled.
- Develop, implement and oversee customer service processes in the organisation
- Possess excellent product and services knowledge to enhance customer support (Know your customers)
- Collaborate with sales and marketing in the organisation’s endeavour to retain its profitable customers.
- Resolve customer complaints, queries brought to your attention by demonstrating knowledge of mediation and conflict resolution techniques where necessary,
- Cascade customer service strategy, and processes to all frontline staff as a point of contact between MRI and the customers.
- Build and maintain strong relationships both internally and externally through networks with customers and the various departments
- Work effectively with management teams across multiple functions and disciplines to ensure a coherent and integrated customer service process that succeeds in service provision and retention
- Stay informed on the latest industry trends, techniques and methods that transform and advance the organisation
- Identify new business practices that could be Introduced or suggest modifications to existing practices that could reduce the risk of customer attention.
- Monitor performance of business activities using key metrics and establish standardised metric reviews for the organisation as a whole.
- Develop business tracking mechanisms that keep the business Informed on performance
Core Competencies
- Customer centricity
- Commercial acumen
- Strong presentation skills
- Critical thinking and problem-solving skills
- High levels of numerical acumen
- Networking and negotiation skills
- Excellent communication skills
- Decisiveness and results-driven
Job Requirements
- A Bachelor’s Degree in Business administration or related field
- Experience in a customer service role would be an added advantage
- Minimum of eight (8) years relevant experience in Customer Service
- Proven work experience in sales, frontline area or relevant discipline
- In-depth understanding of business environment, product development sales and marketing
Applications, which include a Cover Letter and Resume ONLY, should be sent to:
The Human Resources Department
More Information
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JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:
Applications which include a covering letter, resume, ID and certified copies of relevant qualifications should be sent to:
The Human Resources Department
MRI Botswana Ltd
Gaborone
Email [email protected]
Closing Date: 24 August 2021
We regret to announce that only shortlisted candidates will be responded to
Please say that you got this job advertisement through Jobs Botswana
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