DUTIES AND RESPONSIBILITIES.

• Respond to inquiries, requests, and complaints from clients and customers through multiple channels, including phone, email, physical, chat etc.
• Provide accurate and timely information, guidance, and assistance to resolve customer issues and concerns.
• Handle customer inquiries and requests regarding product information, pricing, orders, delivery, billing, and returns.
• Escalate complex or unresolved issues to appropriate teams or managers for further investigation and resolution.
• Ensure service to client(s) is offered as per the SLA and within the contracted pricing
• Maintain a positive and professional attitude in all customer interactions, ensuring a high level of customer satisfaction.
• Follow established procedures and protocols for handling customer inquiries, complaints, and feedback.
• Keep accurate records of customer interactions, transactions, inquiries, and resolutions.
• Collaborate with internal teams, including sales, operations, and technical support, to address customer needs and ensure prompt resolution of issues.
• Provide administrative support e.g requisitions, payrolls, recruitment, etc to ensure all project stakeholders are adequately facilitated to for timely and in full service delivery
• Stay updated on product knowledge, company policies, and industry developments to provide accurate and relevant information to client.
• Participate in training and professional development activities to enhance customer service skills and knowledge.
• Prepare timely and accurate project reports for clients and internal stakeholders
• Overall responsible for the financial performance of the account(s) handled.

QUALIFICATIONS

• Bachelor’s degree in business administration, customer/international relations, or related field.
• Proven experience in office administration, customer service, or related roles.
• Excellent communication and interpersonal skills.
• Analytical, problem solver with a keen interest in numbers
• Proficiency in office software (Microsoft Office, Google Workspace).
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize workload effectively.
• At least 5 years’ experience is a similar or closely related role