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Limassol
Customer Service/Admin
Function
The Customer Service Officer will support customer needs. He/she must work closely with the Business Development Manager, the Training Manager, the Sales Officers, and the IT Officer in order to plan, deliver and provide the required support to clients, keeping in line with WIN standards.
Reporting Line
Reports directly to the Business Development Manager.
Main Responsibilities
§ Ensure timely responsiveness to customers’ requests and/or complaints
§ Assist customers in solving their problems by phone or email
§ Follow-up on clients’ requests until they are satisfied
§ Route a call to the relevant employee if the request/complaint was not solved at help desk level
§ Maintain client data
§ Upsell , cross sell using the CRM
§ Apply customer support metrics
· Follow up on all administrative and special requests
· Follow up on all Managers’ requests
· In charge of all office correspondence
· In charge of filing all office documents§
Establish and improve the Service Level Agreements with clients
§ Identify up selling opportunities with existing customers
§ Follow up on customer service delivery and schedule
§ Follow up on clients invoices and due payment in close coordination with the Business Development Manager
§ Follow up on the faxes sent or received by the clients
§ Follow up on the invoices to be sent to the clients
§ Assist clients over the phone and internet
§ Coordinate with the Business Development and Training Managers regarding clients’ requests to resolve complaints in a timely manner.
§ Help with the implementation of a total CRM solution for customer support
§ Report on a weekly basis on the customer satisfaction barometer
§ Responsible for the tidiness and the cleanliness of his/her desk and related premises
§ Fill all Clients’ reports as required on daily, weekly, monthly and yearly basis
§ Respect all internal Company rules
§ Fill holidays, absence and sickness reports
§ Respect punctuality, attendance and attitude
English, French, Arabic
People skills, Internet and computer skills
