Globaltrack is recruiting a Customer Support Executive, to be based in XMaputo.
Duties
Customer Relations Consulting
- Receives, processes and verifies the accuracy of queries customers utilizing the organizations mainframe system
- Develop clientele relations telephonically or electronically, by addressing queries and informing of alternative available Globaltrack solutions
- Administer all customer requests, provide appropriate consultation to customers for various products and services
- Actively ensure the retention of customer base which includes promoting the organization to existing customers
- Follow up on customer consultation, and keep in contact to maintain optimal customer satisfaction
Inquiry Management
- Directing request to the relevant departments
- Initiate required action to respond to customer service request for order changes
- Initiates required action to ensure the maintenance of customer information files and communicates changes to the appropriate departments
- Manage all customer issues and resolve all complaints effectively as required for compliance with organizing relevant policy and procedures
Quality Service
- Follow up on customer consultation, and keep in contact to maintain optimal customer satisfaction
- Contributes to the development and maintenance of standards, policies and procedures regarding customer service
- Provides back-up support to other group members in the performance of job duties as required
- Improve quality service by recommending improved processes : identifying new product and service applications
System Maintenance Management
- Accesses the company's internal system to obtain and extract order information for the purposes of providing and ensuring customer service management
Requisites
- Post-matric qualification or currently studying towards a post-matric qualification
- Demonstrated ability to communicate ( Speak, read and write ) in English and Portuguese
- General Knowledge and experience in IT is preferred.
- General Knowledge of logistics and fleet management industry.
- Experience analyzing and interpreting queries from customers
- Able to work independently with minimal guidance and also as part of a team
- Capable of coordinate efforts and collaborate with a variety of individuals having conflict schedules
- String interpersonal skills including tact, diplomacy and flexibility to work effectively with senior management and costumers
- Demonstrated proficiency in accessing information stored in large data systems
- Demonstrated experience using computer applications, including word processing, spreadsheet and presentation software
- Experience in analyzing and interpreting customer queries to draw conclusions and make recommendations based on that data
Work schedule
- According to a schedule 24 hour support and weekend customer support will be necessary
Language proficiency
- The incumbent will communicate support with customers in English and Portuguese and therefore must have professional experience in reading, writing and speaking fluently in Portuguese and English
Geographical location
- Although it is not a requirement, it is preferred that the incumbent is a Mozambican national living in South Africa, with the desire/intention to relocate to Mozambique should the business require so
Travel
- When the need arises the incumbent is required to travel across border into Southern Africa
Work permit
- The incumbent should be in possession of a valid work permit to conduct work in South Africa
Notes
- Only short listed applicants will be contacted
- Kindly reference the source of this job post: emprego.co.mz
How to Apply
1. Documentation
- Cover Letter
- Curriculum Vitae
- References
2. Application