Customer Service Relationship Officer at Mobile Screens and Sound Limited

JOB IDENTIFICATION

Division / Department:        Marketing Department

ORGANISATIONAL RELATIONSHIPS

Directly reports to:  Head, Marketing Department

JOB SUMMARY

Attracts potential customers by answering product and service questions; suggesting information about our other products and services. process orders, prepare invoices and quotations, ensure total client event satisfaction.

GENERAL DUTIES & RESPONSIBILITIES

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Preparing proposal, quotation and invoices for client, attending meetings and events

Core Duties and Responsibilities

• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
•  Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Provide customers with proposals, quotations, invoices and receipts
• Maintaining and updating customer databases
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Preparing proposal, quotation and invoices for client, attending meetings and events
• Update event calendar

KEY PERFORMANCE INDICATORS

• Customer satisfaction and relationship management
• Proper preparation of proposals, quotation and invoices
• Communication and presentation skills
• Multitask, prioritize and manage time effectively
• Properly handle event /site issues

QUALIFICATIONS & EXPERIENCE

• First degree in Marketing, business administration or relevant discipline.
• Minimum of 1-year experience as a customer service relationship officer
• Proven customer support experience will be an added advantage
• Experience in the event industry will be an added advantage
• Should be proficient in the use of MS office.
• Should not be above 28 years.

KNOWLEDGE & SKILLS REQUIRED

• Good organizational skills, planning skills and very Creative
• Ability to work under pressure
• Excellent communication and written skills
• Ability to work as a team player
• Proficient in the usage of Microsoft office
• Excellent interpersonal relationship with clients