Customer Relations Officer at Cats Group Tanzania

Job Description

• Develop and maintain excellent relations with new and existing customers resulting in increased levels of customers retention,this is to be achieved through proactive and reactive communication with all our customers.
• Interact with customers to provide and process information in response to inquiries concerns and requests about product and services .
• Develop and maintain excellent relations for retention with clients who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services.
• Maintain excellent knowledge of our portfolio of products and services in order to understand customers needs.
• Work closely with our sales and support team to assist client in trouble shooting and identifying usage issues.
• Work closely with our support team to assure all the trouble tickets have been resolved and followup with customers after resolving their issues.
• Respond to incoming request for cancellation of service and pursue our customers to remain with us .
• Keep track of customer usage through the software we use and pursue clients to upgrade according to their needs and usage.
• Proactively contact customers who are identified at a risk of cancellation and use every opportunity to retain these customers.
• Identify opportunities to turn dissatisfied customers into happy customers .
• Document customers outcome to add to our knowledge of reasons why customers choose to cancel their services with us.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives in line with marketing executive.
• This includes idea generation and exploration,preparing and presenting proposals,overseeing the creative and production process and championing successful execution.
• Conduct market research and competitor analysis.
• Identify sale leads through established relationship and communicate effectively to our sales team
• Get testimonials from our customers and their authorizations to publish them.
• Deal directly with customers either by telephone,electronically or face to face .
• Respond promptly to customers inquiries.
• Handle and resolve customers complaints .
• Obtain and evaluate all relevant information to handle inquires and complaints .
• Perform customer verification.
• Manage customers account
• Keep records of customer interactions and transactions.
• Records details of inquires,comments and complains.
• Record details of actions taken.
• Communicate and coordinate with internal departments.

Interested candidates can share their CVs to the email address: verian@cats-net.co.tz