Customer Service Officer at Solvit Security Solutions Limited

Purpose

• The main purpose of this role is to act as key account manager for allocated insurance companies, agents, brokers and lending companies maintaining regular contacts to ensure requests for valuation services coming from them are scheduled and completed.

Key Responsibilities / Duties

• Managing phone calls, emails and client valuation schedules.
• Building sustainable relationships and trust with corporate client’s accounts through open and interactive communication.
• Monitor scheduled valuation services (both client requested and office scheduled) to confirm valuers have attended to client
• Review the report of valuation service requests versus service completed and if there are any undelivered services use best endeavors to have the service delivered and address the causes or complaints. This should be checked daily to ensure no client goes unattended.
• Respond effectively to all questions, queries, concerns, fears and requests from clients to ensure client experiences a better experience and meet Solvit commitment to ensure all clients are satisfied with Solvit services.
• Escalate any client dissatisfaction to the supervisor in case client is not satisfied or concludes the client needs further support on.
• Generate additional business to the company from clients.
• Generate / Distribute performance report on conversion rates (number of clients who have taken up the service versus those who have not) and update the system on reasons of customer not taking up service e.g. wrong number, used another service, rescheduled for a future date etc. Provide this report to the Supervisor.
• Perform any other duties as may be assigned to you by persons placed in authority of over you.

Skills & Competencies

• A Diploma/Degree in a Business/Customer Service-related role
• Proven experience in a Customer Service role that has sales targets integrated.
• (At least 2-3years’ experience) – Motor Valuation company or Call center (Telco, Bank, BPO) is desirable.
• Must be able to work in a fast-paced environment.
• Should possess good personal integrity, with a high sense of responsibility and accountability Familiar with CRM systems and practices.
• Outstanding communication (written and oral) and interpersonal skills enabling one to deal with customers professionally.
• Capacity to work both as an individual and as a team.
• Excellent organizational and time management ability.
• Highly self-motivated, willing to learn and quick adaptation to new processes within less time frame.
• Customer orientation and ability to adapt/respond to different customers.
• Ability to multi-task, prioritize and manage time effectively
• Organizational skills and ability to manage deadlines.
• Very flexible to work in a dynamic environment.
• Excellent Client-facing (customer service), presentation and problem-solving skills.