RESPONSIBLE FOR: Customer support and building on customer relations through outbound calls.


JOB DESCRIPTION:

As part of our belief in putting clients first, at Infoway it is our commitment to always earn the right to be our clients’ first choice. Our Customer Care Officers will address verbal and written issues that are not resolved on initial contact.

Utilizing a consultative approach, Customer Care Officers focus on promoting solutions to the client’s query through effective probing and active listening skills, since trade related issues pose financial risk that must be addressed immediately.

A commitment to continuous learning, initiative and demonstrated analytical skills will prove to be valuable in this role. Key competencies: Achievement Motivation, Customer Service, Analytical Thinking, Listening, Understanding and Responding, Teamwork and Co-operation.

We value diversity in the workplace, are committed to employment equity/equal opportunity employment and will provide reasonable workplace accommodation to applicants residing at far places.

We offer a competitive salary, ideal work setting and opportunities to learn the business.

Job Responsibilities:

Responsible for day-to-day Customer Contact and internal liaison your main duties and responsibilities will be varied and will include but are not limited to:

• Ensure that the Company’s equal opportunities and customer care policies are reflected throughout all aspects of service delivery.
• Work as part of a team and work flexibly and co-operatively with colleagues.
• Take full responsibility for the dealing with relevant customer complaints, queries and requests for information for the start to the end of the process.
• Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications between the various parties and all information taken into consideration.
• Must approach all matters in a non biased and professional manner.
• Carry out relevant research as required and requested by Customer Care Manager.
• Draft documentation as required and requested.
• Prepare daily, weekly, monthly statistical reports as appropriate.
• Provide input to the development of relevant Commission policy.
• Input to the development and ongoing updating of information of our website.
• Aid the Customer Care Manager in ensuring that all relevant standards within the customer charter are met.
• Meet the objectives and performance measures agreed the Customer Care Manager.
• Due to the strong inter-relationships across divisions, keep all relevant parties informed of assigned work programmes as much as possible.
• Contribute to new and innovative ways of working to improve the service and achieve goals.
• Maintain the confidentiality and sensitivity expected within the Customer Care Team at all times
• Undertake any other duties, commensurate with the grade that may arise from time to time.
• In this role as a Bilingual Customer Care Officer, the successful candidate would be responsible for addressing. This role also includes related activities ensuring a high standard of customer care, optimal business retention, profitable growth, productivity and efficiency.
  
• To promote customer care across the Council
• To monitor corporate customer care standards.
• To collect and analyze a range of information about Infoway’s customers.
• To support and advise as required on customer service issues and on complaints
• To support the effective handling of complaints
• To have a good understanding of the client’s need
• Handling customer queries & objections will be a major part of job profile.
• Monitor corporate customer care standards and provide regular data to senior management to support service improvement.
• Promote good practice, including the use of new and innovative means for measuring satisfaction;
• Provide practical advice, guidance and reports on different aspects of customer services to officers and members;
• Contribute to performance planning and service improvement reviews

JOB REQUIREMENTS:

• Good understanding of customer services issues and commitment to excellent customer care
• Good understanding of  and commitment to equal opportunities
• Good understanding of performance management and quality systems
• Knowledge of the “Customer Services excellence” standard
• Excellent in both written and spoken English
• Ability to read and comprehend actively and effectively while understanding the tone of the customers through written communication
• Ability to multitask by taking multiple chat sessions and maintain a high degree of accuracy Ability to relate to a customers issue or concern Ability to provide written information clearly and effectively
• Ability to provide information verbally clearly and effectively
• Provides feedback to supervisors, managers, colleagues and the client
• Comfortable in talking to people and a good listener.
• Sound understanding of work environment and deliverables.
• Excellent English conversational ability, active listening & customer service skills
• Good Analytical skills and Probing skills.
• Willingness to work in 24 * 7 environments.
• Candidates must be fully flexible to work a variety of shifts within depending on the needs of the business.
• An ability to build and maintain good networks internally and externally and keep up to date with academic literature around their key areas of work
• Is able to work well under tight deadlines, sometimes heavy workloads and with a high degree of individual responsibility, all of which are implicit in the position.
• To succeed in this highly challenging role you should have good keyboard skills, experience of Microsoft Office packages and possess excellent communication and interpersonal skills.
• Can demonstrate customer service orientation
•  Is a versatile self-starter who demonstrates:
• Leadership potential
• A positive attitude towards their work
• Willingness to work as part of a team
• Possesses self-management skills and the motivation to be able to:
• Efficiently organize own time
• Assess priorities within their own area of responsibility
• Handle routine work with limited supervision

Note: - Good accommodation with Pick and drop is provided by the company.

Education: Graduate with convent type education earlier experience with any call centre, web development customer care and aiming for a career with global clients.

Fresh convent educated graduate with a zeal to work with international clients can apply.


Mandatory Experience / Technical Skills:

• Ability to manage projects effectively to that objectives are achieved to deadlines and cost;
• Ability to draft reports and other written material clearly and concisely;
• Ability to work on own initiative and with minimal supervision;
• Ability to work across all levels of the organizations and work with cross-departmental working groups.
• Good oral and written communication skills, including presentation skills in formal and informal settings;
• Good interpersonal skills to establish positive relationships with officers, members, organizations and the clients;
• Ability to influence others and gain trust and confidence;
• Ability to employ tact, discretion and sensitivity;
• Ability to work under pressure, managing competing priorities and meeting tight deadlines.
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• An in-depth understanding and experience of the operations of a Customer Care Division
• Clearly identify and define issues that are being raised by customers.
• Undertake any required review of complaints to a high professional standard.
• Make recommendations in relation to resolutions of customer issues.
• Contribute to discussion & development of consumer satisfaction
• Deal with complaints in a professional and timely fashion.
• Deal with difficult situations in a friendly manner and strive to find a speedy solution 

Looking for the Best of Opportunities and for a Right Breakthrough in Your Career! If Your Profile suits our Requirement, Then WALK IN AND WALK OUT WITH AN OFFER LETTER.

Contact Details:
Contact Person : Mr. S. Saha
Phone : 9831703283

If your profile matches with above requirement, and have zeal for creativity and a passion to write, you are invited to join this wonderful opportunity. If you want to pursue your career in the field of writing then send your updated resume with a recent photograph in MS Word format to hr@infoway.us