Reports to: Support Services Manager
Job purpose: Builds business by maintaining relationships with clients.
Supervises: Customer care staff
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle product and service inquiries
Provide pricing and delivery information
Perform customer verification
Set up new customer accounts
Process orders, forms, applications and requests
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the designated resource
Manage customers’ accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments and complaints
Record details of actions taken
Prepare and distribute customer activity reports
Maintain customer databases
Communicate and coordinate with internal departments
Follow up on customer interactions
Provide feedback on the efficiency of the customer service process
Disseminate information on policy changes and tea production to the existing and potential buyers all over the world.
Facilitate regular certification of the company teas as demanded by the international standard organization (ISO) and the tea trade.
In liaison with the Factory manager make decisions on different marketing issues of the company.
Responsibility over data or information and assets Responsible for any company asset under custody.
Responsibility over staff.
Customer services staff
Minimum Professional qualifications
Degree or Diploma in business administration/ sales & marketing from a recognized institution
knowledge of customer service principles and practices
knowledge of relevant computer applications
ability to type
knowledge of administrative procedures
numeric, oral and written language applications
Desirable Experience carrying out market survey for tea products.
Relevant Experience and Key skills
At least two (2) year’s experience in sales and marketing.
Excellent Presentation Skills
Good negotiation skills and creative.
Communication skills – verbal and written
Problem analysis and problem-solving
Attention to detail and accuracy
Data collection and ordering
Customer service orientation
As per Key Performance Indicators (KPI) detailed in the employee’s annual work plan.
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