Customer Liaison

2 months ago

Port Elizabeth, South Africa Wheco Group Full time

**CUSTOMER CARE CLIENT LIAISON**

The purpose of this role is to deliver exceptional customer service by effectively communicating with clients while addressing their needs. The Customer Liaison will manage various customer interactions, resolve inquiries, and provide accurate information about products and services. This role focuses on maintaining high levels of customer satisfaction and strengthening relationships with clients, as well as contributing to the overall success of the customer support team.

**Duties and Responsibilities**:
Customer Interaction:

- Actively listen to customer inquiries, concerns and feedback while providing appropriate responses and solutions as per SLA (service level agreement).

Issue Resolution:

- Identify, troubleshoot, and resolve customer issues effectively and efficiently.
- Escalate complex or high-priority issues to appropriate teams for prompt resolution.

Product and Service Knowledge:

- Develop a deep understanding of the company's products, services, features, and benefits.
- Educate customers about product offerings and assist them in making informed decisions.

Communication:

- Clearly and concisely convey information to customers regarding policies, procedures, and available solutions.
- Use effective communication techniques to calm irate or frustrated customers and turn negative experiences into positive ones.

Documentation:

- Accurately document customer interactions, issues, and resolutions in the CRM system.
- Provide comprehensive and organised notes to facilitate seamless follow-up by other team members.

Relationship Building:

- Build rapport with customers by demonstrating empathy, patience, and understanding.
- Cultivate strong relationships with repeat customers to enhance their loyalty to the company.

Cross-Functional Collaboration:

- Collaborate with other departments, such as technical support and sales, to ensure customer issues are resolved holistically.
- Provide feedback to relevant teams based on common customer inquiries to drive process improvements.

Problem Solving:

- Analyse customer issues and determine appropriate solutions based on company policies and guidelines.
- Use critical thinking to offer alternative solutions when necessary.

Performance Metrics:

- Meet or exceed established performance metrics, including call resolution times, customer satisfaction scores, and quality assurance standards.

Continuous Learning:

- Stay updated with product knowledge, industry trends, and customer service best practices.
- Participate in training sessions and workshops to enhance skills and knowledge.

**Skills and Competencies**:
The following skills and competencies are inherent requirements for the position:

- Strong interpersonal and communication skills, with the ability to handle difficult customers
- Exceptional customer service mindset and a collaborative, team-oriented attitude
- Effective time management, including planning, prioritising, and organising tasks
- Critical thinking, decision-making, and problem-solving abilities
- Flexibility and adaptability in a dynamic work environment
- Ability to work well under pressure
- Self-motivation and the ability to take initiative
- Fluent Proficiency in both Afrikaans and English, with professional communication skills
- Competence in computer use and typing skills

**Experience**:

- Experience in a customer care/aftersales environment will be beneficial
- Familiarity with customer relationship management (CRM) software is advantageous

**Job Types**: Full-time, Permanent

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