Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Customer Needs Clarification
Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.
Sell Customer Propositions
Identify the products or services that best meet the customer’s stated needs,use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
Help manage customers by carrying out standard activities.
Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.
Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI’s.
Personal Capability Building
Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential. Maintain an understanding of relevant technology, external
regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.