Job Summary
Our client in the health & wellness industry is currently looking to hire a Customer Care & Client Relations Officer.
Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:5 years
Job Description
Responsibilities
·
Managing
large amounts of incoming calls/inquiries
·
Identify
and assess customers' needs to achieve satisfaction
·
Generate
clients for coaching service through identifying their needs.
·
Resolve
service problems by clarifying the customer's complaint; determining the cause of
the problem; selecting and explaining the best solution to solve the problem to
the relevant department (management/tech/coaching)
·
Handle
complaints, provide appropriate solutions and alternatives within the set time limits
and follow up to ensure resolution. Using phone, email or social media.
·
Prepare
client service reports by collecting and analyzing customer information
·
Recommend
potential service improvements or additional services to management by collecting
customer information and analyzing customer needs
·
Conduct
quarterly customer focus groups; video conferencing with questionnaire to assess
key areas of improvement.
·
Assist
with recording and implementation of refunds or give-aways.
·
Contribute
to team effort by accomplishing related results as needed.
·
Identify
key partnership possibilities for the company to generate client leads or new
customers.
·
Build
sustainable relationships of trust through open and interactive communication
·
Assist
in pro-actively setting up partnership agreements (MOUs) & ensuring both
parties uphold their agreed deliverables.
·
Report
to management on the status of partnership agreements – keep files online.
·
Onboard
all new corporate clients – organisational codes, internal emails, follow-up
call with key contact (HR/ or other).
·
Onboard
employees of corporate clients – invitations to weekly check-ins & email reminders
for coaching program.
·
Weekly
reporting to management on uptake (registrations, wellbeing scan, booked sessions,
completed sessions, coaching quality issues; client no-shows).
·
Meet
all agreed individual and team targets pertaining to your job role
Qualifications
·
University
degree or equivalent - Master’s degree preferred
·
5 years
minimum of experience within a similar role
·
Proven
customer support experience
·
Track
record of over-achieving quota
·
Strong
phone contact handling skills and active listening
·
Familiar
with digital systems and practices – WhatsApp, Apps ETC.
·
Customer
orientation and ability to adapt/respond to different types of characters
·
Ability
to communicate transparently to management and raise key issues critical to
customer quality and maintaining high standards.
·
Must be
able to communicate effectively verbally and written form; lead team meetings
and make presentations on insights/findings.
·
Excellent
communication and presentation skills
·
Ability
to multi-task, prioritize and manage time effectively
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