Vacancy title:
Customer Consultant

Jobs at:
TWESCO

Deadline of this Job:
22nd November 2018

Duty Station:
Tanzania

Summary
Date Posted: 9th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

JOB DETAILS:

MAIN PURPOSE OF THE JOB
Provide a proficient reception function in support of the company. Identify the customers’ needs. Record, monitor and facilitate the intermediate between the customer and the company. Attend to service related queries promptly.
Understand the risks associated with the control and handling of customer information. Maintain a high level of integrity and ethical standards.

KEY ACCOUNTABILITIES
Front Desk

• Ensure that all customers in the reception area are attended to
  
• Serves walk in and call customers by providing product and service information; resolving product and service problems
  
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  
• Record Managing Director’s appointments accordingly
  
• Record and deliver messages to the appropriate departmen
  
• Ensure that the reception area is in the neat and professional state always
  

CUSTOMER SERVICE:

• Ensure that customer complaints are brought to the attention of the relevant
• Manager/Officer immediately
  
• Identify cross-selling and migration opportunities
  
• Attend to customer queries promptly and professionally
  
• Attend to ad-hoc customer enquiries promptly and professionally
  

KEY PERFORMANCE MEASURES:

• Basic knowledge of the company’s products
  
• Customers directed to correct staff members to address their needs
  
• Customer waiting times within agreed limits, meeting the TAT(turnaround time)
  
• Satisfied, well-informed customers, as measured by customer evaluation of the customer’s service ratings
  
• Reduction in queries referred to Director
  
• Clean and tidy reception area
  
• Telephones answered promptly and professionally (observing telephone etiquette
  
• Sales leads passed onto the applicable areas i.e.. sales team
  

IMPORTANT RELATIONSHIPS:
Often the customer’s first point of contact with the center, it is essential that a welcoming, professional impression be created at reception.
Recognize high value customers and become familiar with their daily requirements
Network with both head office staff and Workshop staffs in order to understand their roles and responsibilities resulting to directing the customers to the correct person.

PROBLEM SOLVING AND PLANNING:

• Deal tactfully with impatient or demanding customers
  
• Treat all customers equally
  
• Plan & prioritize own work, operating within laid-down policies and procedures
  
• Refer problems falling outside parameters to Line Management for resolution
  
• Able to take initiative within limits of authority
  

DECISION- MAKING:

• Use initiative to assist customers
  
• Recognize when to refer or call for assistance regarding complicated queries, dissatisfied customers or security issues
  

KEY PERFORMANCE MEASURES
Experience:
2-3 years of service in any reputable organization

PERSONAL COMPETENCIES:

• Good communication skills – sincere and articulate
  
• Ability to convey information clearly
  
• Ability to listen and probe effectively to determine customers’ real needs
  
• Diplomatic and tolerant in relaying and receiving information
  
• Able to communicate in the dominant language\s of the market served
  
• Ability to put others at ease and create a good impression
  
• Customer service oriented, patient and anticipates customer needs
  
• Assertive – able to put forward an idea or view despite opposition
  
• Team player, approachable
  
• Ability to remain calm under pressure and not take criticism personally
  
• Well groomed
  
• Self-motivated and energetic
  
• Integrity and honesty