Duties and Responsibilities

·         Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.

·         Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.

·         Answering calls from clients and advising on the necessary information.

·         Acting as the point of contact among employees, clients, and other external partners.

·         Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.

·         Assisting with a variety of administrative tasks including copying, faxing, taking notes

·         Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.

·         Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.

·         On a weekly basis share the attrition report and commit to re-activate dormant accounts.

·         Informing clients by explaining procedures and answering questions through inbound calls.

·         Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.

·         Escalating of client queries properly through the CRM system.

·         Ensuring strict process compliance in line with the business lines objective.

·         Selling additional products by recognizing opportunities to cross-sell or upsell.

·         Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.

·         Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.

·         Generating reports on the various engagements and feedback collected.

·         Enhancing brand reputation and coordinating public events.

·         Championing and organizing appropriate social responsibility programs and activities.

·         Overseeing all creative inputs on the company’s communications and publications.

·         Conducting market research and analysis to stay up to date with evolving customers’ needs.

·         Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.

·         Ensuring proper internal communication with Staff on new developments in the industry & within the organization.

·         Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.

·         Continuously monitoring and improving the effectiveness of communication initiatives.

·         Administering a quarterly customer satisfaction survey to gauge our services.

·         Conducting regular communication and training.

·         Overseeing the CRM launch and monitoring its effective implementation.

·         Confirming customer data is maintained within the customer relationship management system.

·         Preserving and promoting company reputation among staff and clients.

Key Requirements Skills, experience and qualification

·         Impressive telephone etiquette and excellent computer applications and keyboard skills with at least 60WPM.

·         Great verbal and written communication skills as well as the ability to work in a team.

·         Excellent interpersonal skills to be able to react effectively and calmly in emergencies and within strict guidelines.

·         Candidates should have the capability to maintain the trust of customers while maintaining customer confidentiality.

·         2+ years’ experience working in a contact center but not mandatory.

·         A strong understanding of Contact Centre best practices

HOW TO APPLY

• If you meet the above qualifications, skills and experience send CV urgently to This email address is being protected from spambots. You need JavaScript enabled to view it. quoting the job title as the subject line on your email
• Interviews will be conducted on a rolling basis until the position is filled.

Only the shortlisted candidates will be contacted