ChipChip Socia Jobs in Ethiopia
Summary of Work:
Using the company's call centers, the customer service representative will be in charge of handling any consumer inquiries. In addition to processing group and bulk orders efficiently and upholding the highest levels of customer care, this function includes managing B2B and B2C client interactions. A thorough grasp of contact center operations and a dedication to improving the customer experience as a whole are prerequisites for the role.
Primary Accountabilities:
Management of Call Centers:
In order to ensure prompt and correct responses, oversee and supervise the client complaints and questions that are handled by the call centers.
Keep an eye on call center performance to make sure that customer service standards and corporate rules are being followed.
Customer Communication:
Respond to consumer enquiries from both B2B and B2C sources and handle grievances by phone, email, or social media platforms that are forwarded to the call centers.
Give clients information about your goods and services, rules, specials, and group purchasing opportunities.
Order Administration:
Organize the call centers' processing of bulk orders for B2B clients and group orders for B2C clients.
Make sure every order is processed quickly and in accordance with business guidelines.
Problem Elevation:
Determine which call center concerns are of a higher priority and forward them to the relevant team members or departments for handling.
Upkeep of Records:
Keep thorough records of all conversations with customers, orders, and problems that are handled by the call centers.
Verify that the CRM system accurately logs and updates all customer data.
Group Cooperation:
Work along with other divisions, such logistics and order management, to guarantee smooth business operations for both B2B and B2C clients.
Collaborate with the call center staff to consistently enhance customer satisfaction and service performance.
Ongoing Education:
Keep up to date on corporate policies and processes, as well as the most recent information regarding products and services.
Take part in team meetings and training courses for call centers to improve your knowledge and abilities.
Performance Objectives:
Meet or surpass call center operations performance metrics, including as resolution rates, customer satisfaction, and response times.
Additional obligations:
Assist with call center operations and the overall customer service strategy by carrying out additional activities as needed.
Qualifications:
two years or more of expertise handling client concerns in a call center setting."
Good interpersonal skills and the capacity to manage a large number of client contacts.
proficiency with other customer service tools and CRM platforms. Capacity to efficiently oversee several jobs in a hectic setting.
strong attention to detail and problem-solving abilities.
a cooperative team member who prioritizes providing outstanding customer service
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