Sokrati - Operations Associate - Client Relations

Summary:

- Provides customer service support to the organization by obtaining, analyzing and inquiry in a timely manner.

- Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

- Prepares customer service summary reports.

- Co-ordinates the handling of difficult and/or unusual situations.

Core Functions:

- Receives, processes and verifies client queries utilizing the organization's internal CRM/mainframe systems and client history

- Initiates required action for response to client requests, including the account performance and communicates changes to the appropriate personnel/departments.

- Ensures and provides quality service to both internal and external customers.

- Accesses the company's internal systems to obtain and extract information and provide customer service management with the data.

- Participates and provides expertise as a member of the customer services department.

- The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.

Reporting:

- Reports directly to the Senior Operations Associate (L3)

Details Of Function:

- Contributes to the development and maintenance of standards, policies and procedures regarding customer service

- Should be able to take sound decisions at the time of urgency

- Must be able to handle agitated client

- Regularly provides feedback on the soundness and effectiveness of the customer service department's policies and procedures.

- Facilitates the collection of competitive information in order to monitor business trends and opportunities.

- Responsible for actively ensuring the retention of the organization's customer base which includes promoting the organization to existing customers.

- Works with the organization's other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.

- Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.

- Supports/participates in the organization's Continuous Improvement Program.

- Answers customer inquiries/communications as required.

- Maintains detailed call activity reports and provides them to the [Insert position title] on a regular basis.

- Conducts follow up phone calls to survey respondents who have concerns or questions.

Qualifications:

- Must have 2 years progressive customer service.

- Must work well under pressure

- Excellent interpersonal and communication skills.

- Must also have an excellent sense of priorities.

- Excellent communication skills - both oral and written