Job description

• Respond to customer inquiries and complaints promptly and professionally.
• Handle inquiries through various channels (phone, email, in-person).
• Retrieve and provide requested information and documents.
• Maintain accurate customer records and data entry in the organization's system.
• Identify and resolve customer issues and escalate complex inquiries when necessary.
• Maintain records of customer interactions and transactions.
• Develop a comprehensive understanding of the organization's products and services.
• Gather and document customer feedback for product or service improvement.
• Respond to customer feedback, addressing concerns and acknowledging compliments.
• Direct inquiries to relevant departments or individuals when specialized knowledge is required.
• Monitor and track the status of outstanding inquiries and provide updates to customers.
• Assist in scheduling appointments, meetings, or services as requested.
• Provide general administrative support and document organization.
• Summarize and report common customer inquiries and trends to inform process improvement.
• Manage multiple inquiries simultaneously while maintaining a high level of customer service.
• Co-ordinate activities with other work units or departments
• Establish work schedules and procedures
• Examine and verify the accuracy of work
• Prepare and submit reports
• Resolve work problems, provide technical advice and recommend measures to improve productivity and product quality
• Conduct performance reviews
• Co-ordinate, assign and review work