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About the job

General Responsibilities

Assist customers and resolving issues over the phone, social media and other communication channels;
Handle inbound phone calls from customers troubleshooting and resolving advanced technical issues, assisting with account information, educating customers on purchasing information, or account authorisation and process refund requests;
Escalate, log, track and ensure closure of technical problems, bugs, service deficiencies and quality issues with contractors, service providers, license partners, manufacturers as the case may be;
Demonstrate benefits to customers on different media channels and on sites (events, fairs, exhibitions, etc)
Handle and monitor the operating systems diligently and with adequate care keeping customer information up-to-date;
Ensuring transactions are accounted for and double-checking information to ensure that client transactions are well recorded and monitored;
Liaise with the Service, Technical and Operations Teams to ensure that the service runs smoothly and to the highest standards;
Proactively carry outbound calls to market and promote services or to engage with customers;
Draw and compile reports as directed by Management;
Co-ordinate marketing/promotional events as necessary;
Train other Customer Engagement Representatives on the company’s systems, services and equipment;
Promote the company’s business and its activities;
Work towards achieving the company's set financial targets.

Specific Responsibilities (Office and Other Sites)

Ensure that the Customer Experience Centre is kept clean and adequately stocked with consumables and marketing material;
Run reports and oversee reconciliation (where applicable).

Customer Experience Representative

Job Description