Customer Care Representative

Internal Interaction Relationship:

• Customer Care Officer
• Marketing Manager
• Employees of exotiColors as required

External Interaction Relationship:

• Customers

Roles & Responsibilities:

1. Identifies and assesses customers' needs to achieve satisfaction.
2. Handles customer care related matters (complaints, product recalls, deals, promotions) and works as part of team.
3. Promptly responds/ follows-up with customer inquiries for the sales/after-sales claims andcomplaints to ensure customer’s satisfaction via various available channels.
4. Processes & maintains records of customer interactions, transactions, comments and complaints.
5. Recommends potential improvements for products/services to customer care officer.
6. Maintains a positive and professional attitude towards the customers of Exotic Colours.
7. Advises on company information & answer questions about warranties or terms of sale.
8. Follows communication procedures, guidelines and policies.
9. Acts as the company gatekeeper.
10. Performs other assignments as required from time to time by the management.

Key Performance Indicators (KPI):

• Customer satisfaction.

Requirements

Qualification and Experience

Qualification:

High school diploma, general education degree or equivalent.

Experience:

0-3 years of experience in customer care or in a related area.

Technical and Behavioral Competencies

Behavioral Competencies

• Listening Skills.
• Multi-tasking.
• Patience.
• Positive Attitude.
• Attention to Detail.
• People-oriented.
• Adaptability.
• Ability to Work Under Pressure.

Technical Competencies

• Product & Market Knowledge.
• Documentation Skills.
• Proficient computer knowledge.
• Negotiation & Resolving Conflict.
• Organizational Skills.
• Familiar with CRM systems & practices preferred.

Qualification and Experience Qualification: High school diploma, general education degree or equivalent. Experience: 0-3 years of experience in customer care or in a related area. Technical and Behavioral Competencies Behavioral Competencies Listening Skills. Multi-tasking. Patience. Positive Attitude. Attention to Detail. People-oriented. Adaptability. Ability to Work Under Pressure. Technical Competencies Product & Market Knowledge. Documentation Skills. Proficient computer knowledge. Negotiation & Resolving Conflict. Organizational Skills. Familiar with CRM systems & practices preferred.