Responsibilities
:
Maintain regular interaction with customers with the goal to build and retain relationships.
Proactively assess, clarify, and validate customer needs on an ongoing basis via Continuous Service Improvement initiatives
Positively encourage a customer service focus throughout the company
Facilitate missed SLA management – assignment of calls, mediation & reporting.
Regularly monitor & assess engagements between customers and the under consideration of the company Offer and Departmental Organogram
Provide an escalation path for customers.
Ensure that existing services are properly documented in current contractual agreements, SLA Matrixes & Customer KPI’s
Present statistics and performance-level reports to internal and external stakeholders
Conduct customer meetings (OPS meetings) according to schedule.
Provide support for identifying, transitioning and implementation of new business opportunities.
Assist in assessing & contributing to company’s annual business assessment, financial & marketing
Key Skills:
Customer Services/Engagement Skills,
Adaptability/Flexibility,
Listening Skills,
Effective Communication (verbal and written),
Detail orientated,
Qualifications:
Matric
Computer Literate: Word, Excel, Internet, E-mail.
Customer Service Diploma or equivalent
