Job Title: Customer
Relations Representative
Organisation:
Medequip (U) Limited
Duty Station:
Kampala, Uganda
Reports to:
Customer Relations Officer & Chief Executive Officer
About US:
Medequip (U) Limited
is one of the leading distributors of medical equipment, supplies and
consumables in Uganda, especially imaging and radiology, critical care,
surgical, and medical furniture.
Job Summary: The position of the Customer Relations
Representative is very crucial in the company. It is a position, which
requires high-level commitment, competency, integrity and trustworthiness.
Key Duties and Responsibilities:
·
Manage
large amounts of incoming calls
·
Generate
sales leads through social media platforms
·
Identify
and assess customers’ needs to achieve satisfaction
·
Build
sustainable relationships and trust with customer accounts through open and
interactive communication
·
Provide
accurate, valid and complete information by using the right methods/tools
·
Meet
personal/customer service team sales targets and call handling
·
Handle
customer complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution
·
Keep
records of customer interactions, process customer accounts and file documents
·
Follow
communication procedures, guidelines and policies
·
Compile
reports on overall customer satisfaction
·
Managing
social media platforms (Whatsapp, Facebook, LinkedIn, tweeter)
·
Responding
to customers’ queries online
·
Maintain
documentation of customer contact and account updates
·
Create
and maintain a list/ database of prospect clients
·
Provide
guidance and assistance to the company and staff in all aspects in Customer
Service
·
Improve
customer service experience, create engaged customers and facilitate organic
growth
·
Open and
maintain customer accounts by recording account information
·
Set a
clear mission and deploy strategies focused towards that mission
·
Deliver
quality information and services face to face, telephone and email to both
internal and external customers
·
Proactively
assist in completion of data entry as directed/requested based on current
procedures and deadlines
·
Maintain
and update information/data on the knowledge base
·
Provide
support and accurate and timely responses to requests for information both
written and verbal
·
Monitor
procedures to improve performance in administrative and workflow processes in
conjunction with the customer service team and system requirements
·
Resolve
product or service problems by clarifying the customers complaint, determining
cause of the problem; selecting and explaining the best solution to solve
problems, expediting correction adjustment, following up on the resolution
·
Maintain
financial accounts by processing customer adjustments
·
Recommend
potential products or services to management by collecting customer information
and analyzing customer needs
·
Contribute
team effort by accomplishing related results as needed
Qualifications, Skills and Experience:
·
The
applicant must hold a Bachelor’s degree in Business studies or any other
related discipline
·
One year
of experience in customer relations related work
·
Must be
computer literate especially word, Excel and Quick books
·
Able to
work well under pressure and in a busy environment,
·
Able to
prepare reports
·
Should
possess excellent presentation skills.
·
Must
have a proactive mind
·
Must
have good analytical, communication and report writing skills
·
Must be
flexible, quick to adapt and self-motivated
How to Apply:
All suitably
qualified candidates are encouraged to send their applications, resume and
academic transcripts as one document to [email protected] and copy [email protected], [email protected]
Deadline: 13th March 2020
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