Customer Service Officer (GMG/AM2)

The incumbent is the first point of contact for our customers and partners and is responsible for developing and implementing strategies to sustain partnerships and community engagement.

Summary:                   

Reporting to the Customer Service Manager the incumbent is the first point of contact for our customers and partners and is responsible for developing and implementing strategies to sustain partnerships and community engagement. This role requires a passion for social impact and the ability to forge meaningful relationships. The role involves handling inquiries, providing information about our products and services, and ensuring a positive experience for everyone who interacts with the brand.

 Key Outputs:     

¨      Handle customer complaints professionally and expeditiously

¨      Research and monitor key KPIs

¨      Conduct market analysis and submit timely and detailed reports

¨      Collaborate with schools and organizations to increase awareness and involvement

¨      Capture and maintain correct details on customers

¨      Identify key stakeholders and cultivate meaningful relationships

¨      Respond to ‘live chat’ queries

Duties and Responsibilities

Management / Administrative Responsibilities:

¨      Serve as the primary contact for customers via phone, email, and in person interactions.

¨      Provide accurate information about our products, services, and mission to all stakeholders

¨      Keep records of customer interactions, transactions, comments and complaints

¨      Keep track of the delivery cycle of all products delivered to schools

¨      Address and resolve customer complaints or concerns promptly, ensuring a satisfactory outcome of all parties

¨      Assist with customer service needs during internal & external events

¨      Maintain accurate records of customer interactions and feedback

¨      Work closely with all departments, including production, distribution, and quality, to ensure a seamless customer experience

¨      Participate in all outreach efforts to engage with the local community and build relations with customers and supporters

Technical/Professional Responsibilities:

¨      Assist in identifying and implementing strategies to improve quality of service and productivity

¨      Recommend implementation of activities and strategies with schools to address concerns and minimize any dissatisfaction that may exist.

¨      Attend to customers promptly and in a courteous manner at all times.

¨      Visit schools, in area of responsibility, on a regular basis in support of the

Customer Service functions

¨      Travel to institutions as required to complete sensory program for product and quality development.

¨      Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

¨      Assist in the preparation of product reports by collecting and analyzing customer information

¨      Contribute to team effort by accomplishing related results as determined by the company/department

¨      Build sustainable relationships of trust through open and interactive communication

¨      Monitor and handle implementation of changes in delivery plans and routes

¨      Submit weekly/monthly reports as required

¨      Handle customer complaints promptly and courteously

¨      Provide Customer Service Manager with report on complaints received and outcomes

¨      Maintain accurate records of discussions or correspondence with customers

¨      Keep abreast of the company’s products and up to date with changes

¨      Respond promptly to ‘Live-Chat’ on company’s website

¨      Ensure correct and detailed information of all clients are captured and maintained

¨      Maintain a database of all school contacts/key personnel in SAGE300

¨      Maintain a list of signatories for all persons designated to sign for deliveries

Other Duties:

¨      Other such duties and responsibilities as may be determined by the Customer Service Manager within the scope of work.

Required Competencies:                                                                                    

Core:

• Excellent written and oral communication skills
• Excellent interpersonal skills
• Good customer relations skills
• Proficient in the relevant computer applications
• Excellent Integrity/ethics exercise in the execution of duties
• Ability to handle multiple tasks and prioritize effectively in a fast pace environment
• A positive attitude and a genuine desire to be helpful
• Ability to work both independently and as part of a team

Performance Standards:

• Customers’ complaints investigated in accordance with established format and timeframe
• Reports are comprehensive, accurately prepared, and submitted within the established timeline

Minimum Qualifications:      

• Bachelor’s Degree in Management, Communication or any other degree from the Social Sciences
• Certificate in Customer Service or Public Relations
• Proficiency in Microsoft Office Word, Excel, and PowerPoint

Minimum Experience:           

• Minimum of two (2) years in a customer service role, preferably in a non-profit or food service environment
• At least two (2) years in Research & Analytics

Liaison

Internal:

• Customer Service Manager
• HR Manager
• Senior Secretary
• Plant Manager and Supervisors
• Warehouse and Distribution Manager and Supervisors

External:

Principal of Schools and/or appointed key personnel

Stakeholders as appointed

Working Conditions Associated with The Job:

• Office environment
• Maybe required at times to work beyond normal working hours
• Must have a valid driver's license and reliable motor vehicle for island-wide travel

REMUNERATION

Basic Salary: $1,711,060.00 - $2,301,186.00 p.a.