CUSTOMER AND TELESERVICE OFFICER
HR World Limited on behalf of our reputable client we are looking for a Customer and TeleService Officer responsible for handling inbound communication for example, voice calls, e-mails, SMS, WhatsApp chats, and social media inquiries to the Contact Centre.

RESPONSIBILITIES;

• Makes outbound calls to all Customer Classes to conduct follow-up surveys, feedback surveys, census surveys, and any other surveys required regularly.
• Increases customer spending with up-selling and cross-selling of products on all calls made by the teleservice team.
• Co-ordinates customer feedback to Sales Executives, Branch Managers, Aftersales teams, and Technical Experts to further support customers.
• Reads & responds to inquiries, queries, and complaints from ALL Customer Classes received via WhatsApp, SMS, e-mail, voice calls, and the Shop or any other communication platform Irvines uses.
• Supports business as a single point of contact for voice and digital communication, for example, inbound calls from the VOIP switchboard, direct telephone extensions, cell phone numbers, platforms like WhatsApp, Instagram, Facebook, and any other business platform of communication used in the business
• Manage the Company switchboard by answering the phone and routing calls to the correct destinations, take messages via e-mail, and maintain expected service levels for all switchboard operations
• Generates and completes transactions on the ERP System from incoming calls for ALL Customer Classes.
• Actively participates in peer and co-worker feedback, coaching, and training sessions to support
• Participates in team and staff meetings as required.
  
  

REQUIREMENTS;

• Bachelor’s Degree in Business Administration/Sales & Marketing or any other related fields.
• At least 3 years experience working in a blended (inbound & outbound voice and digital channel) Call/ Contact Centre.
• Good verbal and written communication skills, and a good command of English and Swahili.
• Excellent customer service, excellent telephone etiquette, excellent face-to-face customer service.
• Attention to detail, problem-solving, flexibility, teachable, motivated.
• Ability to work without supervision, people management skills.
  
  

Interested candidates may send their CVs to recruitment@hrworld.co.tz before 13th April 2023.