Service Champion

The job purpose is to be at the forefront of delivering exceptional customer service and ensuring that our customers have a positive experience with our company.

Job Purpose

The job purpose is to be at the forefront of delivering exceptional customer service and ensuring that our customers have a positive experience with our company. The incumbent will play a vital role in building and maintaining internal and external customer relationships, by ensuring that all issues are resolved in a timely and satisfactory manner.

Main Responsibilities

v  Management of Service Issues

• Ensure prompt update of complaints register and convert customer feedback into actionable data.
• Liaise and collaborate with all departments to investigate and resolve all complaints in a timely manner as per established service standards.
• Propose innovative ideas for service improvement.
• Provide feedback to immediate supervisor and identify trends on recurring customer issues to improve overall customer experience.
• Analyze data comprehensively and develop creative solutions.

v  Training

• Participate in the administration and coordination of training sessions.
• Ensure post-training evaluation and coordinate with suppliers for evaluation questionnaire.
• Maintain accurate record of all training sessions, including training hours and evaluations.
• Assist in training and onboarding of new customer service team members.

v  Happy Calls – Customer Feedback Survey

• Valuing customer feedback by conducting routine phone assessments to evaluate service quality in shops and during delivery.
• Keep accurate records of feedback collected during phone interactions.
• Deliver consistent feedback reports to facilitate necessary remedial actions.

v  Administration

• Support HR department with administrative responsibilities, including the coordination of job fairs and events.
• Effectively and professionally communicate with customers, colleagues, and management.

Profile

• Higher School Certificate.
• A minimum of 2 years’ work experience in the relevant field.
• Exceptional problem-solving abilities, keen attention to detail, and adept at prioritization.
• Proficient in the use of MS Office tools.
• Fluent in both written and spoken French and English.
• Effective time management skills.
• Proactive, committed, and dedicated to delivering outstanding service and ensuring customer satisfaction.
• Exemplary reporting capabilities.

Benefits

• Health and Pension schemes
• 24hr Personal Accident Cover
• Staff Happiness Programs
• Company Doctor and Company Psychologist
• Staff Discounts