Key Result Areas:

• Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges
• Handle communications with customers face-to-face or through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview
• Offer resolutions to complaints and issues concerning customer orders
• Collect information on agents and other staff performance from customers to make judgment on their performance
• Get up-to-date information about all products; offer refund to customers when the need arises
• Compile and print customer complaints and suggestions and present them to the appropriate authorities
• Investigate and identify the part of the retail store that needs improvement
• Coordinate with the management on the initiatives that help improve customer service
• Take advantage of social media as a medium of responding to customer complaint
• Monitor the statistics on supports; handle customer concern over the price of a product and the ads
• Offer counsel to customers on their chances of getting a refund for product return
• Work with other departments in ensuring that all customer related issues are attended to
• Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives

Key Highlights:

• Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????
• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
• Awards/appreciation letters received???? Other relevant achievements????