<table class="MsoNormalTable" style="width:667.0px;border-collapse:collapse;border:none" border="1" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Position/Employment type: </td> </tr> <tr style="height:14.2pt"> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Customer Service Executive </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Organization/Reporting line: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Reporting to Head of Sales and Business Development </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Place of work/Travel: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> GardaWorld Lilongwe or Blantyre, Malawi </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Contact and Cooperation: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Internally: Direct consultations and reporting to the Head of Sales and Business Development on daily basis and or within the week by sending weekly activity reports/planners and sales for the week; Sending Monthly projections and pipelines to Head of Sales and Account Managers. Cooperating with all the departments for quick service to the customers. Externally: Representing the company directly or indirectly to the existing and potential customers </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Job Summary: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> A Customer Service executive is tasked with promoting/selling/ securing orders from existing and prospective customers within the branch/territory in line with agreed set targets; and retaining these customers for increased profits. </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Key Responsibilities: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> <ol style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">To be the first point of contact for customer inquiries</li> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Delivering accurate information about products, services, features, pricing, and company policies</li> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Resolving complaints efficiently, and processing orders or transactions</li> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Follow up service feedback to ensure high customer satisfaction</li> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Escalation management by taking ownership of complaints and escalating to specialized internal teams (like Tech Support, Operations or Billing) for resolution.</li> <li style="background-color:white;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Proactively engaging with at-risk customers by providing solutions and personalized offers to reduce customer churn</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Securing new orders from prospective customers and from existing clients by up selling and cross selling in line with set individual targets.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Demonstrating products and services to existing /potential customers and giving professional advice/assisting them in selecting those best suited to their needs.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Develop clear and effective written proposals/quotations for current and prospective customers and do follow ups with an aim of closure.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Establish, develop and maintain business relationship at all levels with current / prospective customers both retail and corporate in the assigned territory/branch and generate new business for the organization’s products/services.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Make telephone calls and personal visits and presentations to existing and prospective customers with an aim of penetrating new markets in the branch/territory for market growth and branch coverage. </li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Research sources for developing prospective customers and for information to determine their potential.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Expedite the resolution of customer problems and complaints.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Create and manage a customer value plan for existing customers highlighting profile, share and value opportunities</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Identify advantages and compare organization’s products/services.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Supply management with oral and written reports on customer needs, problems, interests, competitive activities, sales, prospects and potential for new products and services.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Keep abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Participate in trade shows, sales activations and conventions.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Manage successful implementation of annual price increase to existing customers.</li> <li style="margin:6.0pt 0.0cm 3.0pt 0.0px;text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif">Present in time the required paperwork/reports for smooth order processing and to management for analyses.</li> </ol> </td> </tr> <tr style="height:16.6pt"> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> As directed and delegated by Head of Sales and Business Development </td> </tr> <tr style="height:16.6pt"> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Accountability: </td> </tr> <tr style="height:16.6pt"> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> The Customer Service Executive is accountable to the Head of Sales and Business Development for their responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of their KPI’s. </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Competencies: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> <ul style="margin-bottom:10.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Excellent sales and customer relations skills.</li> </ul> <ul style="margin-bottom:10.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Quick learner and open to new ideas.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Demonstrated ability to work towards achieving set targets.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Excellent written and verbal communication skills.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Excellent interpersonal skills.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Negotiation and time management skills.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;font-size:11.0pt;font-family:Arial, sans-serif">Ability to work under pressure and with minimum supervision.</li> <li style="margin:4.0pt 0.0cm 4.0pt 0.0px;text-align:justify;line-height:150%;font-size:11.0pt;font-family:Arial, sans-serif">Excellent team player.</li> </ul> </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;background-color:#d9d9d9;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> Qualifications & Experience: </td> </tr> <tr> <td style="width:500.4pt;border:solid windowtext 1.0pt;border-top:none;padding:0.0cm 5.4pt 0.0cm 5.4pt" valign="top"> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:12.0pt;margin-bottom:12.0pt;margin-right:0.0cm;font-size:11.0pt;font-family:Arial, sans-serif">Diploma/degree in Business administration or sales and marketing.</li> </ul> <ul style="margin-top:0.0cm;margin-bottom:6.0pt"> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:150%;border-width:medium;border-color:currentcolor;font-size:12.0pt;font-family:'Times New Roman', serif">At least eight (5) years of experience in customer service, sales and marketing</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:150%;border-width:medium;border-color:currentcolor;font-size:12.0pt;font-family:'Times New Roman', serif">Exposure to working in a diverse cultural environment preferably in the service industry.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:150%;border-width:medium;border-color:currentcolor;font-size:12.0pt;font-family:'Times New Roman', serif">Professional Membership to recognised bodies</li> </ul> </td> </tr> </tbody> </table>

Customer service Executive (Malawi, MW) @ GardaWorld

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