Minaye Packaging Plc was established in 2006 under the Ethiopian commercial code governed by the article of association and memorandum of association. The packaging plant at establishment the biggest of its kind in Ethiopia intended to meet growing demand of packaging materials. The company was found at Oromia region, Sebeta woreda. of Addis Ababa and with an annual production capacity of 5500 ton. The company had created job opportunities for over 350 employees. Thus, Minaye Packaging is looking for a person on our anticipating post :
Job title:Senior Customer Service Expert
Educational qualification: BA Degree in Marketing Mgt, or related fields
Work Experience:Four years (Minimum two year experience on the position)
No. of employee required: One
Gender:Female
Required Knowledge:
v knowledge of customer service principles and practices
v knowledge of administrative procedures
v Marketing mixes
v Types of market & buying behavior
v Marketing strategies (customer attraction & retention, increasing market share, brand, competitive advantage,
v Customer services, product or service quality & satisfaction
v Sufficient knowledge on Packaging is a plus: type, raw materials, source of supply, quality level, market trend, target customers & their preference, support services, major competitors etc
Responsibilities
· Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
· Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
· Provide quality service and support in a variety of areas
· Troubleshoot customer issues over the phone.
· Use automated information systems to analyze the customer’s situation.
· Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
· Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
· Responsible for compiling and generating reports as they relate to customer service surveys.
NB: Probation period three months
Required Skills:
v Highly developed sense of integrity and commitment to customer satisfaction.
v Good English language communication skill
v Excellent computer skill (email, excel,word,);
v Demonstrated passion for excellence with respect to treating and caring for customers.
v Ability to communicate clearly and professionally, both verbally and in writing.
v Has "thick skin" and is able to handle complaints and unpleasant customers.
v Has a pleasant, patient and friendly attitude.
v Strong decision making and analytical abilities.
v Strong detail orientation and communication/listening skills.
v Willingness to work a flexible schedule and occasional overtime when needed.
v Possess a strong work ethic and team player mentality.
v Teamwork and motivation skills;
v creativity and problem-solving skill
v Time management skill;
v writing detailed reports and presentation skill
Training:
v Basic computer
v Customer Handling
v Customer relationship Mgt
v Advanced Customer Service
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