Customer service Executive

Position/Employment type:

Customer Service Executive

Organization/Reporting line:

Reporting to Head of Sales and Business Development

Place of work/Travel:

GardaWorld Lilongwe or Blantyre, Malawi

Contact and Cooperation:

Internally: Direct consultations and reporting to the Head of Sales and Business Development on daily basis and or within the week by sending weekly activity reports/planners and sales for the week; Sending Monthly projections and pipelines to Head of Sales and Account Managers. Cooperating with all the departments for quick service to the customers.

 Externally:  Representing the company directly or indirectly to the existing and potential customers

Job Summary:

A Customer Service executive is tasked with promoting/selling/ securing orders from existing and prospective customers within the branch/territory in line with agreed set targets; and retaining these customers for increased profits.

Key Responsibilities:

1. To be the first point of contact for customer inquiries
2. Delivering accurate information about products, services, features, pricing, and company policies
3. Resolving complaints efficiently, and processing orders or transactions
4. Follow up service feedback to ensure high customer satisfaction
5. Escalation management by taking ownership of complaints and escalating to specialized internal teams (like Tech Support, Operations or Billing) for resolution.
6. Proactively engaging with at-risk customers by providing solutions and personalized offers to reduce customer churn
7. Securing new orders from prospective customers and from existing clients by up selling and cross selling in line with set individual targets.
8. Demonstrating products and services to existing /potential customers and giving professional advice/assisting them in selecting those best suited to their needs.
9. Develop clear and effective written proposals/quotations for current and prospective customers and do follow ups with an aim of closure.
10. Establish, develop and maintain business relationship at all levels with current / prospective      customers both retail and corporate in the assigned territory/branch and generate new business for the organization’s products/services.
11. Make telephone calls and personal visits and presentations to existing and prospective customers with an aim of penetrating new markets in the branch/territory for market growth and branch coverage.
12. Research sources for developing prospective customers and for information to determine their potential.
13. Expedite the resolution of customer problems and complaints.
14. Create and manage a customer value plan for existing customers highlighting profile, share and value opportunities
15. Identify advantages and compare organization’s products/services.
16. Supply management with oral and written reports on customer needs, problems, interests, competitive activities, sales, prospects and potential for new products and services.
17. Keep abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.
18. Participate in trade shows, sales activations and conventions.
19. Manage successful implementation of annual price increase to existing customers.
20. Present in time the required paperwork/reports for smooth order processing and to management for analyses.

As directed and delegated by Head of Sales and Business Development

Accountability:

The Customer Service Executive is accountable to the Head of Sales and Business Development for their responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of their KPI’s.

Competencies:

• Excellent sales and customer relations skills.

• Quick learner and open to new ideas.
• Demonstrated ability to work towards achieving set targets.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Negotiation and time management skills.
• Ability to work under pressure and with minimum supervision.
• Excellent team player.

Qualifications & Experience:

• Diploma/degree in Business administration or sales and marketing.

• At least eight (5) years of experience in customer service, sales and marketing
• Exposure to working in a diverse cultural environment preferably in the service industry.
• Professional Membership to recognised bodies