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Customer Service

Purpose

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

Key Missions

  • Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries
  • Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
  • Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing
  • Supports regulatory customer and internal compliance requirements
  • Manages customer queries and complaints to a satisfactory resolution
  • Supports Account Manager in relation to contract delivery
  • Supports internal requirements in relation to service delivery
  • Manages multiple small-medium size or complexity customer accounts with minimal support
  • Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively
  • Uses internal tools and systems effectively
  • Gathers and reviews information, trouble shoots and makes recommendations
  • Pepares and presents customer reports and presentations
  • Requires a general knowledge of the organization, products and services
  • Provides leadership, coaching and mentoring to entry level colleagues
  • Assesses needs and suggests or promotes alternative products, services and solutions
  • Sells or promotes products or services
  • Organizes customer retention and growth trend documentation

    • Profile & Other Information

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