Customer Service Manager
Greenlight Planet
Customer Service Executive
Greenlight Planet
full-time
Posted on:
Location: 🇲🇬 Madagascar
Visit company websiteJob Level
Junior
About the role
- Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
- Credit assessment of potential clients to facilitate product purchase
- Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
- Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.
- Ensure high customer satisfaction levels during customer onboarding and increase customer retention.
- Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Attract potential customers by answering product and service questions and suggesting information about other products and services offered
- Resolve customer queries on calls both incoming, outgoing calls / tickets.
- Handle customer complaints within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
- Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
- Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
- Proactively flagging off any surge on customer complaints trends to enable assessment of customers’ needs to achieve satisfaction.
- Build sustainable relationships and rapport with customer accounts through open and interactive communication
- Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
- Provide regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service
- Conducting FSE onboarding, and manage all incoming queries
- Manage inbound and outbound calls and digital queries (chat, email, social platforms), ensuring quick and effective resolutions.
- Perform any other duties that may be assigned.
Requirements
- A Diploma/Degree in a Business Administration/ Customer Service/social sciences and/or any business related field
- At least 1 year experience in a busy call center environment
- Basic computer skills to facilitate guided troubleshooting of own internet access and tools, online meeting channels e.g Google meets, Zoom, Ms Office applications
- Possess excellent relational and soft skills with a high level of discipline and time management
- A clear and straight to the point communication skills with fluency in both written and spoken French & English (fluency in Malagasy and Betsimisaraka or any other local dialect is an added advantage)
- Can demonstrate problem solving ability and attention to detail.
- Ability to multitask and ensure that key deliverables are not compromised by the work from home environment
- Ability to work with minimal supervision
- Able to maintain a cool head during difficult conversations
- Motivated, passionate and excited about the opportunity to bring ethical, affordable energy to homes in Africa.
