Customer Care Executive at Africa Merchant Assurance Company ltd

PURPOSE:

The Customer Care Executive is responsible for maintaining strong relationships with customers by addressing their inquiries, resolving issues, and ensuring high levels of satisfaction. The role involves assisting customers, providing product information, and ensuring smooth communication between the company and its clients. The officer plays a key role in supporting the customer service functions, enhancing customer experiences, and contributing to business growth

PRIMARY RESPONSIBILITIES:

• Respond to customer inquiries through phone, email, or in-person, providing timely and accurate assistance.
• Foster strong relationships with customers by delivering personalized service and addressing their concerns effectively.
• Assist customers with product information, account updates, service requests, and general inquiries.
• Collaborate with internal teams to resolve customer issues and meet service expectations.
• Maintain accurate and up-to-date customer records, documenting communications and service requests.
• Handle complaints and feedback, resolving issues in a positive and professional manner.
• Follow up with customers to ensure satisfaction and that their concerns have been addressed appropriately.
• Assist in managing customer accounts, ensuring proper documentation and updates as necessary.
• Escalate unresolved or complex issues to the Customer Service Supervisor for further action.
• Provide feedback and suggestions for improving customer service processes and overall customer experience.
• Proactively identify opportunities to enhance customer satisfaction and recommend service improvements.
• Ensure alignment with customer service policies, procedures, and company standards.
• Assist with any additional tasks as directed by the Customer Service Supervisor.
• Any other responsibilities assigned to the jobholder by the supervisor from time to time.

PERSON SPECIFICATIONS

Academic Qualification

• A minimum of a Diploma in Communication from a recognised university.
• Experience with customer service management systems and CRM tools is an added advantage.

EXPERIENCE

A minimum of one (1) years of experience in a similar position

SKILLS AND ATTRIBUTES

•  Must demonstrate high integrity and ethical practice
• Must demonstrate ability to work independently with minimum supervision.
• Must be a team player who is able to work cordially in teams
• Must demonstrate ability to multitask.
• Must demonstrate commitment to operational effectiveness
• Should have ability to solve problems by applying relevant business knowledge
• Should demonstrate professional expertise in the relevant work area
• Must have the ability to communicate for both written and oral communication
• Must be able to work under pressure
• Must be a flexible person, who is willing to learn and able to work flexible hours to achieve goals
• Must have knowledge in use of MS office packages