Customer Relations Officer

Primary purpose of a Customer Relations Officer is to handle the concerns of the people who buy the company’s products/services. They work to rectify issues experienced by individual customers as well as aim to improve the organization’s overall customer satisfaction ratings.

REQUIREMENTS:

• Grade 12 (Matric) or relevant NQF Level 4 Qualification.
• Exposure in the meat industry will be an advantage.
• Applicable tertiary Qualification – Diploma or Degree.
• Familiarity with office software and phone systems a plus.
• Minimum of 3 years’ experience in customer support.
• Good Communication Skills (Verbal and Written).
• Attention to Detail.
• Thoroughness and Accuracy.
• Market knowledge.
• Ability to Function Under Pressure.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiar with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize and manage time effectively.
• High school diploma or equivalent; college degree preferred.
• Ability to Work Independently.

KEY RESPONSIBILITIES:

• Open and maintain customer accounts by recording account information.
• Maintain financial accounts by processing customer adjustments.
• Maintains customer records by updating account information.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analysing customer information.
• Keep records of customer interactions, process customer accounts and file documents.
• Close out or open call records.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Contribute to team effort by accomplishing related results as needed.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, mail or social media.
• Attempt to persuade customer to reconsider cancellation.