Job Title: Customer Relations Representative
Organisation: Medequip (U) LimitedDuty Station: Kampala, Uganda
Reports to: Customer Relations Officer & Chief Executive Officer
About US:Medequip (U) Limited is one of the leading distributors of medical equipment, supplies and consumables in Uganda, especially imaging and radiology, critical care, surgical, and medical furniture.
Job Summary: The position of the Customer Relations Representativeis very crucial in the company. It is a position, which requires high-level commitment, competency, integrity and trustworthiness.
Key Duties and Responsibilities: · Manage large amounts of incoming calls· Generate sales leads through social media platforms· Identify and assess customers’ needs to achieve satisfaction· Build sustainable relationships and trust with customer accounts through open and interactive communication· Provide accurate, valid and complete information by using the right methods/tools· Meet personal/customer service team sales targets and call handling· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution· Keep records of customer interactions, process customer accounts and file documents· Follow communication procedures, guidelines and policies· Compile reports on overall customer satisfaction· Managing social media platforms (Whatsapp, Facebook, LinkedIn, tweeter)· Responding to customers’ queries online· Maintain documentation of customer contact and account updates· Create and maintain a list/ database of prospect clients· Provide guidance and assistance to the company and staff in all aspects in Customer Service· Improve customer service experience, create engaged customers and facilitate organic growth· Open and maintain customer accounts by recording account information· Set a clear mission and deploy strategies focused towards that mission· Deliver quality information and services face to face, telephone and email to both internal and external customers· Proactively assist in completion of data entry as directed/requested based on current procedures and deadlines· Maintain and update information/data on the knowledge base· Provide support and accurate and timely responses to requests for information both written and verbal· Monitor procedures to improve performance in administrative and workflow processes in conjunction with the customer service team and system requirements· Resolve product or service problems by clarifying the customers complaint, determining cause of the problem; selecting and explaining the best solution to solve problems, expediting correction adjustment, following up on the resolution· Maintain financial accounts by processing customer adjustments· Recommend potential products or services to management by collecting customer information and analyzing customer needs· Contribute team effort by accomplishing related results as needed
Qualifications, Skills and Experience:· The applicant must hold a Bachelor’s degree in Business studies or any other related discipline· One year of experience in customer relations related work· Must be computer literate especially word, Excel and Quick books· Able to work well under pressure and in a busy environment,· Able to prepare reports· Should possess excellent presentation skills.· Must have a proactive mind· Must have good analytical, communication and report writing skills· Must be flexible, quick to adapt and self-motivated
How to Apply:All suitably qualified candidates are encouraged to send their applications, resume and academic transcripts as one document to email@example.com and copy firstname.lastname@example.org, email@example.com
Deadline: 13th March 2020