Customer experience representative

Roles overview:

Welcome to the extraordinary opportunity of being a Customer Experience Representative at Kaya! Your role encompasses handling customer inquiries across various channels, including phone, social media, and in-person interactions. With our unique business, clients often seek guidance on construction types, product options, expenses, and more. Your expertise will shine as you guide them from basic queries to technical aspects, showcasing your comprehensive understanding of our offerings. Occasionally, you may even assist clients by creating provisional Bills of Quantity (BOQ) based on their requirements. Your excellent communication, problem-solving skills, and ability to bridge the gap between clients and our sales/technical teams will be vital to ensuring exceptional customer satisfaction.

Roles and responsibilities:

• Engaging with customers in a professional and courteous manner, utilizing phone calls, emails, live chat, and social media to address inquiries, provide information, and resolve issues.

• Demonstrating the ability to create tentative Bills of Quantity (BOQ) as per client requirements using spreadsheets.

• Being the initial point of contact for customer inquiries, nurturing sales leads through collaboration with the sales team, and facilitating the conversion of leads into potential business opportunities, thereby driving revenue growth.

• Developing a comprehensive understanding of the company's products or services to effectively assist customers and deliver accurate information.

• Maintaining meticulous and precise records of customer interactions, inquiries, and resolutions in the designated CRM (Customer Relationship Management) system or other relevant platforms.

• Collaborating with internal teams, such as sales, technical support, and product development, to relay customer feedback, participate in issue resolution, and contribute to ongoing enhancements.

• Monitoring and promptly responding to customer queries, comments, and messages on social media platforms to uphold a positive brand image and actively engage with the online community.

• Undertaking fundamental office administration tasks, including data entry, correspondence management, document organization, and general office support as required.

• Contributing to the development and upkeep of a knowledge base or self-service resources, such as FAQs, to empower customers with self-help options.

• Adhering to communication procedures, guidelines, and policies while delivering appropriate solutions to customers and resolving any issues they may encounter.

Skills:

• Exceptional verbal and written communication skills to effectively engage with customers, comprehend their needs, and provide clear and concise responses.

• Patience, empathy, and a genuine passion for communication, understanding the immense value of good communication skills.

• The ability to empathize with customers, actively listen, and maintain composure even in challenging situations, resulting in the delivery of exceptional customer service.

• Effective collaboration with internal teams, such as technical support or sales, to address customer issues and contribute to overall customer success.

• Active listening skills that enable customer support representatives to fully grasp customer concerns and requirements, facilitating personalized and effective support.

• Strong customer orientation and the ability to adapt and respond to different types of personalities or characters.

Qualifications:

• A minimum of a Grade 12 education in any field, or higher, is required.

• Preferred ability to utilize CRM software for lead management and maintain records of customer data.

• Strong verbal and written communication skills are essential for effectively interacting with customers, understanding their needs, and providing clear and concise responses.

• Proficiency in basic computer skills, including email usage, software application navigation, and Excel, is preferred.

• Strong interpersonal skills, encompassing the ability to build rapport, exhibit patience, and handle difficult or challenging customer interactions, are crucial for fostering positive customer relationships.

• A confident physical presence with charismatic body language is highly valued.