Job Purpose:

• To provide and promote a professional, high-quality, front-line customer focused telephone service to all AJVA customers for various purposes, including but not limited to, answering queries and questions, handling complaints, troubleshoot problems, providing product information and performing telephonic and internet sales function within and ensuring customer satisfaction within the AJVA’s policies, procedure, and objectives.

KEY ACCOUNTABILITIES & ACTIVITIES:

• Follow the day-to-day operations related to own job to ensure continuity of work.

• Contribute to the identification of opportunities for continuous improvement of processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.

• Assist in the preparation of timely and accurate reports of connection center to meet company and department requirements, policies and standards.

• Responsible for being first point of contact for all customers in order to ensure high quality service delivered and maximum customer satisfaction is achieved.

• Build and maintain long-term relationships with inquiring and/or buying customers through phone calls, emails and social media… to ensure sustained and increased sales and revenues.

• Ensure that all calls and complaints from customers (including MCI) are dealt with prompt and resolved on-time within AJVA’s agreed policies, procedures and standards.

• Record and maintain customer information and feedback on CRM system in comprehensible manner and forward the queries of immediate attention to the concern department personnel.

• Coordinate and follow-up with the concern departments for the feedback on the customer concerns and queries forwarded to them.

• Support & On-time Execute “Guaranteeing Customer Satisfaction & Loyalty” programs as per defined AJVA & FORD standards and policies.

• Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

JOB SPECIFICATIONS:

• 0-2 years relevant experience in a related field or industry

• High School Certificate with preferably a Diploma in Sales, Marketing or any other related field