Customer care officerGewalt Solutions Inc.

Performs job functions consistent with the corporate vision and mission statements and the core values of the company.
Answer incoming calls and/or questions about products or customer accounts, placing orders and resolving complaints or issues customers may have.
Spend the majority of the workday actively assisting customers in one form or another.
Liaises with Operations Group with regards to processing returns.
Receives documents from Operations staff and encodes data to process returns.
Coordinates with Logistics Staff to facilitate pull-out of customer returns.
Checks and closes Return documents before handing off to Accounting Staff for filing.
Files returns documents received from Operations Staff, for monitoring
Coordinates customer returns details with Service Technician.
Coordinates with Logistics staff the transfer of customer returns to and from Service Center.
Files and monitors customer returns documents to and from Service Center.
Facilitates return of customer returns documents back to the Store.
Receives all inbound inquiries and requests of walk-in, online and call-in customers. Serves as point person for all customer-related issues such as follow ups, parts quotations, billing etc.)
Receives and facilitates online items and spare parts orders, and coordinate with Accounting and Logistics Staff for payment and dispatching. Monitors online orders status.
Checks and processes Service Center billing.
Facilitates spare parts request to Service Center, Service Technician, or customer.
Document interactions and calls after working with a customer for management review and as a way of ensuring adherence to the company's practices and protocols.
May also assist sales team in generating sales leads by performing cold calls, mailing out advertisements and marketing materials or encouraging existing customers to recommend the business to friends.
Ensures that established Key Performance Measures are met and monitored.
Performs other related tasks assigned by immediate superior from time to time.
Participates in and complies with company programs such as 5S, safety regulations, and quality management system.
Perform such other duties and responsibilities analogous, germane or related to and / or implied from the above enumeration of duties and responsibilities.
Candidate must possess at least Bachelor's/College Degree in Business Studies/Administration/Management, Mass Communications or equivalent.
At least 3 Year(s) of working experience in the related field is required for this position; preferably experienced employee specialized in Customer Service or equivalent.
Flexible to changes and has a sense of urgency
Proven history in enhancing Customer Experience
Persons being considered for appointment to the position should exhibit the following core competencies:
Professional and Technical Proficiency
Management Skills: Organizing and Controlling
Time Management
Analytical Skills Decisiveness and Judgment
Good Communication and Presentation Skills
Attention to Detail
Computer literate
Work Conditions
Full time during regular business hours; Overtime may be required to meet deadlines and commitments; Evening and weekend work may be required to meet project deadlines.
Basic office setting
Other Qualifications
Between 28 to 40 years of age