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Job Title: Customer Relations Representative
Employee Name: Ssenteza Henry
Reports to: Customer Service Manager

Job Summary:

As a Customer Relations Representative, I Ssenteza Henry will be the primary point of contact for our valued customers, providing exceptional service, support, and building strong relationships to ensure customer satisfaction and loyalty.

Key Responsibilities:

1. Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
2. Resolve customer complaints and concerns efficiently and effectively.
3. Provide product/service information, answer questions, and address customer needs.
4. Build and maintain strong customer relationships through active listening, empathy, and personalized support.
5. Identify and escalate complex customer issues to senior management when necessary.
6. Collaborate with internal teams (e.g., sales, marketing, operations) to resolve customer concerns.
7. Maintain accurate customer records and update databases.
8. Meet or exceed customer satisfaction and first-call resolution targets.
9. Stay up-to-date with product/service knowledge and industry trends.
10. Participate in training and development programs to enhance customer service skills.

Performance Metrics:

– Customer Satisfaction (CSAT) scores
– First-Call Resolution (FCR) rates
– Customer Retention rates
– Response Time and Resolution Time
– Quality of customer interactions ( monitored and evaluated)

Skills and Qualifications:

– Excellent communication, active listening, and problem-solving skills
– Friendly, patient, and empathetic demeanor
– Ability to work in a fast-paced environment and prioritize tasks
– Strong product/service knowledge and technical skills
– Proficiency in Microsoft Office

Working Hours:

– [8:00am – 5:00pm plus overtime when required]

Salary and Benefits:

– [1,500,000/= – 2,000,000/=]

By excelling in this role, I Ssenteza Henry will play a vital part in driving customer loyalty, retention, and growth, while embodying our company’s values of customer-centricity and excellence.