PURPOSE 

To provide exceptional customer service and support to customers who contact the company through channels, including phone, email, and chat. The Inbound Customer Service representative will be responsible answering inquiries, resolving complaints, and providing general assistance to customers in a timely and professional manner.

Activities 

∙ Responding To Customer Inquiries & Processing Orders

∙ Identifying And Escalating Complex Issues

∙ Collaborating With Other Departments

∙ Managing Leads & Follow Up Activities

Responding to Customer Inquiries & processing orders 

Activity Objectives:

∙ Provide excellent customer service and support to customers who contact the company∙ Process orders accurately and efficiently

∙ Collaborate with Call Center

Tasks to be performed. 

∙ Answer customer inquiries via phone, email, or chat in a professional and timely manner ∙ Oversee and control Call Center activity and open tickets

∙ Record customer information and orders accurately in TMS

∙ Verify customer information and order details to ensure accuracy ∙ Process orders and provide order confirmations to customers

∙ Provide product and service information to customers and answer questions about billing, pricing, and account information

Outputs 

∙ Accurate and efficient order processing

∙ Accurate and up-to-date customer information in company systems Identifying and escalating complex issues 

Activity Objectives 

∙ Resolve customer issues and concerns in a timely and effective manner

∙ Ensure customer issues are escalated to higher-level support teams when necessary

Tasks to be performed.

∙ Identify complex customer issues and concerns that require further support or escalation∙

Gather and document relevant information about the issue or concern

∙ Determine appropriate next steps, such as escalating the issue to a higher-level support team or supervisor

Outputs 

∙ Timely and effective resolution of complex customer issues and concerns

∙ Improved collaboration and communication with other support teams and departments

Collaborating With Other Departments 

Activity Objectives: 

∙ Ensure customer needs are met by collaborating with other departments and teams ∙ Provide effective cross-functional communication and support

Tasks to be performed. 

∙ Work collaboratively with call center, sales, marketing, technical support, and other departments ensure customer needs are met

∙ Share customer information and feedback with other departments to inform decision-making and strategy development

∙ Provide feedback and suggestions to other departments to improve customer service and support Outputs 

∙ Improved cross-functional communication and collaboration

∙ Improved decision-making and strategy development based on customer feedback and insights

Managing Leads & Follow Up Activities 

Activity Objectives: 

∙ To manage customer leads and inquiries effectively.

∙ To follow up with customers and potential customers to maintain interest and generate sales.

∙ To maintain accurate records of customer interactions and transactions.

Tasks to be performed. 

∙ Keep track of customer inquiries and leads in TMS

∙ Respond promptly to customer inquiries and follow up as necessary ∙ Maintain accurate records of customer interactions and transactions ∙ Follow up with potential customers to maintain interest and generate sales Outputs 

∙ Improved customer engagement and interest.

∙ Accurate records of customer interactions and transactions

∙ Timely and effective follow-up with customers

QUALIFICATIONS & EXPERIENCE 

∙ Minimum of 2 years’ experience in similar role

∙ Bachelor’s Degree or Diploma in relevant field

Kindly send all applications to recruitment@k3sierraleone.com. The closing date for all applications is on Tuesday 10th October,2023.