Customer Services Administrator

Temporary/Contract/Project

3 - 5 Years

First Degree

2019-02-07

Retail Jobs

Not Specified

• Proven working experience as a customer service manager, retail manager or assistant manager • Experience in providing customer service support • Excellent knowledge of management methods and techniques • Proficiency in English • Working knowledge of customer service software, databases and tools • Awareness of industry’s latest technology trends and applications • Ability to think strategically and to lead • Strong client-facing and communication skills • Advanced troubleshooting and multi-tasking skills • Customer service orientation • BS degree in Business Administration or related field NB: Having a marketing background and managerial customer oriented role is a plus

Responsibilities

Although the work varies, depending on the type and size of the employing organisation, typical activities are likely to include some or all of the following:

• providing help and advice to customers using your organisation's products or services


• communicating courteously with customers by telephone, email, letter and face-to-face


• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants


• handling customer complaints or any major incidents, such as a security issue or a customer being taken ill


• issuing refunds or compensation to customers


• keeping accurate records of discussions or correspondence with customers


• analysing statistics or other data to determine the level of customer service your organisation is providing


• producing written information for customers, often involving use of computer packages and software


• writing reports analysing the customer service that your organisation provides


• developing feedback or complaints procedures for customers to use


• improving customer service procedures, policies and standards for your organisation or department


• meeting with other managers to discuss possible improvements to customer service


• involvement in staff recruitment and appraisals


• training staff to deliver a high standard of customer service


• leading or supervising a team of customer service staff


• learning about your organisation's products or services and keeping up to date with changes


• keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Skills

You will need to show:

• communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals


• listening skills, to understand exactly what customers require


• problem-solving skills


• confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations


• motivational skills and an ability to supervise and lead a team of customer service assistants


• creative thinking, to be able to come up with new ideas to improve customer service standards


• an ability to work well under pressure


• organisational and planning skills to develop customer service policies


• good personal presentation, especially when working with customers face-to-face


• a commitment to improve your own customer service skills on an ongoing basis.

Adabraka

Greater Accra

114/3 Farrar Avenue, North Adabraka