Be the first touch point to address customer needs and deliver outstanding service and experience. Promote T’ROKA VIP Membership to engage, retain and grow the customer database.
Responsibilities
Provide a warm welcome to walk-in/online customers to make them feel welcome and have an excellent first impression of the company.
Respond professionally to customer enquiries and identify and assess customer needs to ensure customer satisfaction and provide a great customer experience.
Follow communication procedures, guidelines and policies to ensure prompt turnaround for all service requests with consistent quality, mainly via online channels – social media, email, chat, etc.
Provide customers with engaging and accurate information by using the correct methods and tools to generate sales leads calls.
Liaise with internal product, sales and operations teams to ensure prompt and accurate customer service replies.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Assess reports and, where possible, improves the effectiveness of all report templates/processes.
Keep records of customer interactions, transactions, comments, complaints and research to troubleshoot customer problems.
Provide feedback on improving the efficiency and experience of the customer service process.
Assist in travel events when necessary, e.g.: MATTA Fair, travel talks events etc.
Any other duties at the discretion of the company.
Requirements
Tertiary education with Degree
Fresh graduates are encouraged to apply
Strong communication, interpersonal, and customer service skills
Good organizational, administrative and problem-solving skills
Willing to work on shift – after office hours which includes Saturdays, Sundays and public holidays
Essential traits
Responsible and accountable
Kind, thoughtful, patient, helpful
Trustworthy with genuine integrity
Curious, creative, driven, eager to learn
Team player with a positive can-do attitude
Benefits
Learning opportunities and career development
Insurance coverage – group hospitalisation and PA insurance (upon confirmation)
