Customer Service Officer

General objectives & tasks:

1- Welcome, escort and assist clients:

• Receive clients and beneficiaries within the customer service unit.
• Identify their needs and orient them when needed.
• Create a customer file for every client and fill in all the necessary information on the ERP system (SAP).
• Search on the system if the requested product by the client is available.
• Issue invoices and deliver the requested product to the client while respecting the pre-set procedures.
• Insert all the information regarding the services provided to the client on the software.
• Escort the client to the cashier to settle his payment.

2- Assist his direct supervisor in maintaining the smooth operation of the unit:

• Assist in the supervision and coaching of volunteer of the unit.
• Replace the Customer Service Supervisor during his absence and ensure the smooth management of the unit.
• Assist in maintaining a good attitude within the unit and manage conflicts that may arise among team or clients.
• Report to his direct supervisor any problems or complications that may arise during his duty.
• Comply with the internal rules and regulations while adapting to the values and culture of the association.

Position Requirements:

Skill set and competencies:

• Familiarity with the types of products and services offered by arcenciel as well as their technical terms.
• Very good and clear communication skills.
• Ability to use positive language.
• Negotiation and Persuasion skills.
• Understanding of selling techniques.
• Understanding of arcenciel's culture and values.
• Attentiveness
• Patience while dealing with clients.
• Stress Management.

Working schedule: Monday till Friday from 8:00 am till 4:00 pm.