Sun King Customer Service Executive Jobs in Malawi

Sun King Customer Service Executive Jobs in Malawi

About the role:

The Customer Service Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.

What you would be expected to do

Handle customer complaints through calls, tickets and emails within a stipulated time frame while providing appropriate solutions and alternatives for resolution.

Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.

Provide internal assistance by answering questions and assisting with the resolution of issues for all customer-facing teams (Tier 1 Technical help, Billing, Sales and Account Management).

Communicate effectively with the management team and other internal teams to resolve issues.

Resolve escalated customer issues within stipulated SLA to ensure customer satisfaction.

Flag system or product anomalies affecting customers in a timely manner

Close Looping with customers who have had their tickets resolved to guarantee resolution and satisfaction

Continuous learning of new technologies and processes to be equipped with sufficient knowledge to resolve queries.

Compliance to processes and procedures while ensuring accuracy in escalation of all customer pain points that cannot be resolved on call/ticket to relevant stakeholders

Follow up with customers on wrong or pending payments to assign to correct account in a timely manner

Identification and flag of fraudulent activities and handle as per business requirements

Work with key stakeholder teams to drive complaints resolution within stipulated SLA

Work closely with After Sales team to ensure technical complaint resolution within SLA

Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained

Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms

Proactively flagging off any surge on customer complaints trends and improvement, preventive proposals to enable assessment of processes, products and systems to meet customers’ needs

to achieve satisfaction.

Build sustainable relationships with customer accounts through open and interactive communication

Keep records of customer interactions on complaints, and provide accurate, valid, and complete information of solutions given through the available systems and tools.

Provide regular feedback to on pain point and improvement areas to drive FCR at first point of contact to help increase our efficiencies in world class customer service

Perform any other duties that may be assigned.

You might be a strong candidate if you

Hold a Degree/Diploma in a Business Administration/ Customer Service/social sciences/IT and/or any business related field

Have good command of technical knowledge on electronic products. Solar products knowledge will be an added advantage

Have at least 3 years experience in a busy call center environment

Possess basic computer skills to facilitate guided troubleshooting of own internet and tools, online meeting channels e.g. Google meet, Zoom, Ms Office applications

Possesses excellent team and soft skills with a high level of discipline and time management

Have clear and straight to the point communication skills with fluency in both written and spoken English and Chichewa

Can demonstrate problem solving ability and attention to detail to complex issues

Have the ability to multitask and ensure that key deliverables are not compromised by the work from home environment

Are able to work with minimal supervision

Are able to maintain a cool head during difficult conversations

How to Apply

For more information and job application details, see; Sun King Customer Service Executive Jobs in Malawi

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