Scope of responsibility:

Manage incoming and outgoing emails, calls and digital media communications, Quotation/proforma invoices preparation and follow up, Reporting, Accounts Management, Sales Lead Generation, Customer Experience, Customer Satisfaction and Retention, Customer Champion and Customer voice advocate, Authorization Level: Customer queries resolution as per set policies

ABOUT WAMUCO MOTORS

Wamuco Motors is a private company established in 1995, specializing in the provision of vehicle repair services.

POSITION DESCRIPTION

The Customer Service Representative-CSR, will act as a liaison, provide product and services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The incumbent will be genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. This person will put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and thus the CSR will gather and act on this feedback. The person in this role will be excellent at problem-solving and will be confident at troubleshooting and investigating if they don’t have enough information to answer customer questions or resolve complaints. They will be fast and accurate in preparing customers’ quotations and invoices and ensure seamless communication.

Their target will be to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Duties and Responsibilities

Administrative function

• Greet/welcome and assist walk-in customers.
• Provide assistance to company customers and clients via phone, digital media or email functions.
• Accurate and efficient preparation and follow up of quotations and invoices.
• Manage large amounts of incoming and outgoing phone calls, company emails and digital media communications.
• Provide general administrative support to the team to include filing, data entry, typing and assisting in the management of communications and paperwork, managing diaries, assisting with travel arrangements/organization.

Account Management, Sales Lead and Reporting

• Manage Key Customer Accounts by building sustainable relationships and trust with customer accounts through open and interactive communication; make them feel supported and heard, and so that a level of trust can be built, in order to offer the best level of customer service.
• Generate sales leads and meet personal/customer service team sales targets and call handling quotas.
• Keep records of customer interactions, process customer accounts and file documents.
• Educate customers on products and services; keep up to date with the Wamuco Motors products and services, and will represent the company by taking on our voice and ethos when supporting customers.
• Create and maintain filing systems and tight schedule of calls, both electronic and physical.
• Deal with sensitive information and personal data, adhering to data protection laws and practices.
• Keep records of customer interaction, process customer accounts, update customer data, and submit reports.
• Escalate difficult issues that need additional assistance from management-level staff or from a different team, such as sales or technical support.
• Maintain an understanding of company products and services, along with any deals and promotions running in order to best support the customer
• Prepare accurate and timely daily, weekly, monthly, quarterly and annual reports as required.

Customer Experience, Retention and Satisfaction

• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution of queries and inquiries.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Maintain mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities, using the CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements.

Staff Supervision:

• Schedule and manage workshop clerks ensuring adequate coverage during peak hours.
• Conduct performance evaluations and provide feedback to support staff development.

Qualifications and Experience

• Bachelor’s Degree in a relevant Business course is a MUST.
• Proven customer support experience or experience as a Customer Service Representative in a fast-paced environment is a MUST.
• Track record of over-achieving quota is a MUST.
• Strong phone contact handling skills and active listening is a MUST.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent communication skills, with the ability to talk to people of all levels, from customers to senior members of staff.
• Excellent interpersonal skills including the ability to build rapport and trust with customers to make them feel at ease and supported.
• Computer literate with the ability to update customer records and record call outcomes quickly and efficiently. Tally is an added advantage.
• The ability to work under pressure, meet targets and deadlines.

The above is not an exhaustive list of your accountabilities and you will be expected to perform different tasks as necessitated by your changing role within the company and overall business objective of Wamuco Motors.