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Position: Customer Relations Representative

Reports to: Customer Relations Officer & Chief Executive Officer

The position of the Customer care is very crucial in the company. It is a position, which requires high-level commitment, competency, integrity and trustworthiness.

Key Duties and Responsibilities:

1. Manage large amounts of incoming calls
2. Generate sales leads through social media platforms
3. Identify and assess customers’ needs to achieve satisfaction
4. Build sustainable relationships and trust with customer accounts through open and interactive communication
5. Provide accurate, valid and complete information by using the right methods/tools
6. Meet personal/customer service team sales targets and call handling
7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
8. Keep records of customer interactions, process customer accounts and file documents
9. Follow communication procedures, guidelines and policies
10. Compile reports on overall customer satisfaction
11. Managing social media platforms (Whatsapp, Facebook, LinkedIn, tweeter)
12. Responding to customers’ queries online
13. Maintain documentation of customer contact and account updates
14. Create and maintain a list/ database of prospect clients
15. Provide guidance and assistance to the company and staff in all aspects in Customer Service
16. Improve customer service experience, create engaged customers and facilitate organic growth
17. Open and maintain customer accounts by recording account information
18. Set a clear mission and deploy strategies focused towards that mission
19. Deliver quality information and services face to face, telephone and email to both internal and external customers
20. Proactively assist in completion of data entry as directed/requested based on current procedures and deadlines
21. Maintain and update information/data on the knowledge base
22. Provide support and accurate and timely responses to requests for information both written and verbal
23. Monitor procedures to improve performance in administrative and workflow processes in conjunction with the customer service team and system requirements
24. 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
25. Maintain financial accounts by processing customer adjustments
26. Recommend potential products or services to management by collecting customer information and analyzing customer needs
27. Contribute team effort by accomplishing related results as needed

Qualifications, Skills and Experience:

1. Must obtain a Bachelor’s degree in Business studies or any other related discipline
2. Must be computer literate especially word, Excel and Quick books
3. At least 1 year experience in customer relations related work
4. Able to work well under pressure and in a busy environment,
5. Able to prepare reports
6. Should possess excellent presentation skills.
7. Must have a proactive mind
8. Must have good analytical, communication and report writing skills
9. 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  cc:,

NOTE: Deadline is Saturday 15/03/2020 at 12.30pm. Only Shortlisted Candidates will contacted.