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exo

GTS Limited Vacancy, Customer Care

Full Time Tanzania June 15, 2024 Customer Service Jobs

Job Overview

GTS Limited Vacancy, Customer Care

GTS Limited

The Role:

The role will report Supervisor and will be responsible for answering customer queries, complaints, conducting merchant visits, processing instructions, undertaking merchant training and other tasks needed to fulfil customer needs and ensure customer satisfaction.

Your responsibilities include:

Be the voice of the merchant within the company, representing the merchants interests, generating insights and removing obstacles
Support merchant and customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution
Support account activation for dormant merchants and a follow-up with an action plan to keep them active
Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
Upsell/cross sell the company’s products to existing merchants and achieve the set targets
Liaise with different departments to resolve service problems affecting merchants / customers
Monitor dashboards and conversions and update any issues on team’s chat and the customer care manager
Offer support for the sales team members in different markets
Follow up on pending bank transactions
Prepare merchant reconciliation reports
Train newly on-boarded merchants on how to use the company’s system
Prepare weekly departmental debriefs
Takes 100% ownership of every situation with a client, ensuring that the issues are resolved to the client’s satisfaction
Understand the risks associated with handling both telephonic and email customer queries/complaints and dissemination of confidential information
Service recovery: turn a complaining/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
Maintain a high level of integrity and ethical standards
Plan and execute professional and consistent merchant visits, documenting feedback and market trends
Support the customer care strategy of a 24/7 shift to respond to Clients demands

A Bit About You

2+ Years’ experience customer service experience
Experience in serving high net worth customers with multi-cultural backgrounds
Proficient knowledge of customer service, and standard customer service practices and procedures.
Proficient in Swahili and English (written and spoken)
Outstanding organizational skills
Excellent communication skills
Excellent phone, email etiquette

HOW TO APPLYE

MAIL: [email protected]