A Customer Service Executive is tasked with promoting/selling/securing orders from existing and prospective customers within the branch/territory in line with agreed set targets, and retaining these customers for increased profits.

Reporting to: Head of Sales and Business Development

Key Responsibilities:

Be the first point of contact for customer inquiries

Delivering accurate information about products, services, features, pricing, and company policies

Resolving complaints efficiently, and processing orders or transactions

Follow up service feedback to ensure high customer satisfaction

Escalation management by taking ownership of complaints and escalating to specialized internal teams (like Tech Support, Operations or Billing) for resolution

Proactively engaging with at-risk customers by providing solutions and personalized offers to reduce customer churn

Securing new orders from prospective customers and from existing clients by upselling and cross-selling in line with set individual targets

Demonstrating products and services to existing/potential customers and giving professional advice/assisting them in selecting those best suited to their needs

Develop clear and effective written proposals/quotations for current and prospective customers and do follow ups with an aim of closure

Establish, develop and maintain business relationship at all levels with current/prospective customers both retail and corporate in the assigned territory/branch and generate new business for the organization's products/services

Make telephone calls and personal visits and presentations to existing and prospective customers with an aim of penetrating new markets in the branch/territory for market growth and branch coverage

Research sources for developing prospective customers and for information to determine their potential

Expedite the resolution of customer problems and complaints

Create and manage a customer value plan for existing customers highlighting profile, share and value opportunities

Identify advantages and compare organization's products/services

Supply management with oral and written reports on customer needs, problems, interests, competitive activities, sales, prospects and potential for new products and services

Keep abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas

Participate in trade shows, sales activations and conventions

Manage successful implementation of annual price increase to existing customers

Present in time the required paperwork/reports for smooth order processing and to management for analyses

Accountability:

The Customer Service Executive is accountable to the Head of Sales and Business Development for their responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of their KPIs.

Competencies:

Excellent sales and customer relations skills

Quick learner and open to new ideas

Demonstrated ability to work towards achieving set targets

Excellent written and verbal communication skills

Excellent interpersonal skills

Negotiation and time management skills

Ability to work under pressure and with minimum supervision

Excellent team player

Qualifications and Experience:

Diploma/Degree in Business Administration or Sales and Marketing

At least five (5) years of experience in customer service, sales and marketing

Exposure to working in a diverse cultural environment preferably in the service industry

Professional Membership to recognised bodies

Application Procedure:

To apply for this job, please visit: jobs.garda.com

Only shortlisted candidates will be contacted.