Job description

Key Activities and Responsibilities:

Duties: 

You will be required to carry out all duties assigned to you by the Director or his/her representative, however, your Key Goals and Objectives will be as below:

1. Manage inbound and outbound calls in a timely manner while following laid down procedures, guidelines, policies, and “scripts”.
2. Create support and sales tickets/queries.
3. Resolving product or service queries in a timely manner by identifying customer needs, clarifying information, analyzing causes, and expediting resolution until the case is handled successfully and the client is satisfied.
4. Conducting product and service quality surveys with customers and recording feedback from time to time.
5. Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction.
6. Generating leads for the sales team by screening callers and identifying potential sales opportunities.
7. Follow up with prospective clients.
8. Building repeat sales and retention through strong customer relationships by focusing on the customer’s wants and needs.
9. Working with multiple sales teams, logistics, and cross-functional teams seamlessly.
10. Develop templates and procedures for effective handling and administration of customer complaints.
11. Develop and execute referral programs & telesales.
12. Interact with potential customers and customers, and respond to their needs and inquiries both offline and online through Nazava’s social media channels, WhatsApp, Phone, SMS, e-commerce sites, email, etc.
13. Inform management about trending online topics that could be relevant for marketing purposes.
14. Report to management.
15. Any other duties as assigned by the Director or his/her representative.