Job offer: Customer Relations Representative (Manpower and Maintenance Services Group Ltd)

The purpose of this position is to find amicable solutions to customers queries and grievances, while ensuring that customers receive service beyond their expectations.

Responsibilities

• Ensure that customers receive service that exceeds their expectations.
• Maintain a thorough knowledge of COURTS’ systems, policies and procedures.
• Find solutions to customer’s grievances.
• Answer the telephone promptly and courteously.
• Record complaints, up-date files and correctly log details onto the Courts International Repair Information System (CIRIS).
• Question the customers to determine exact details of their grievance – use trouble-shooting questions, e.g. is the filter of the washing machine blocked?
• Ensure full product knowledge of all appliances and furniture carried in the store.
• Identify and access out of stock items and communicate progress with customers.
• Identify and source missing components for delivered items.
• Liase with the service companies to ensure that they provide service beyond our customers expectations.
• Comprehensively prepare documents to facilitate: Rewrite, Refunds, Exchanges, Collect & Credit, Charge & Deliver. 

Skills
Tactful and discreet
Positive attitude towards work
Ability to manage a demanding workload and deal with irate customers
Ability to use own initiative and work independently
Team Player
Excellent written and oral Communication Skills
Excellent interpersonal skills
Numerate and computer literate
Strong customer focus