Job Details
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Job Description
- Receive, filter and examine inquiries delivered online via website or social media or through incoming phone calls or emails or referrals or any other means of inquiry.
- Respond to inquiries mainly via phone calls or sometimes via emails, social media, text messages or any other means of communication immediately after receiving them.
- Conduct due and overdue follow ups with customers and make sure they receive the service they requested detailed in the logged call/inquiry. (CRM)
- Present to customers our products with detail and accuracy, stating the delivery formats and various options clients can choose from.
- Help customer choose the most suitable format by guiding them through the vast variety of options.
- Apply sales techniques to give customers the best offers and experience towards customer’s re-enrollment.
- Provide customers with accurate data that represents the actual status of delivery and in the same time make sure that it reflects well on the brand.
- Record all customer personal data, kids’ information, inquires and desired formats and dates of delivery.
- Log all calls conducted on the CRM system with their accurate feedback comments and detailed call summary and accurate call date and time.
- Enroll kids into their designated groups as per customer’s selection.
- Advice and help customer choose the suitable payment method for purchased items, schedule the desired date, and follow up for payment.
- Issue a payment request to accounting to follow up on payment procurement via the selected payment method.
- Conduct outbound sales calls using acquired databases, present products and services, establish interest and create new inquiries.
- Conduct upselling calls towards re-enrollment and selling other products for existing customers towards fulfilling operations plan target as directed by supervisor.
- Conduct the minimum number of calls per working day, attain the minimum monthly enrollments quota, and work towards exceeding the assigned target of monthly enrollments.
- Receive and redirect customer service calls to their designated channels and handle clients’ complaints until communicated to the designated personals.
- Receive customer requests of rescheduling or refund and handle them as directed after being approved by supervisor.
- Guide customers to purchase targeted selected products, formats, locations or dates to satisfy the operations plan as directed by supervisor.
- Receive various inquiries, assigned tasks that takes priority from supervisor, and execute them in the instructed timeframe.
Job Requirements
- 1 + years' customer service experience
- Familiarity with telephone techniques and skills
- Ability to utilize PC keyboard efficiently and accurately.
- Proficient data entry skills.
- Working knowledge of personal computers and ability to navigate through software applications.
- Demonstrated verbal communication skills and ability to convey information clearly and effectively
- Ability to effectively handle multiple tasks in a fast paced environment
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
Profile:
- Energetic
- Communication skills
- Customer service orientation
- Problem-solving
- Information management
- Accuracy
- Hard worker
- Task oriented
- Fast learner
- Persuasive ability
- Stress tolerance
