Job Description
To develop a culture of customer satisfaction through timely and thorough handling of all customers’ Travel enquiries through various customer channels, Telephony, Email, and Complaints. You will be able to work in a fast-paced environment. You will maintain and build on relationships between Citydoc and partners. You will use Travax to identify necessary vaccines for patients and recommend them accordingly. JOB PURPOSE: Customer Service Develops a culture of customer satisfaction through timely and thorough handling of all customers’ Travel enquiries through various customer channels, Telephony, Email, and Complaints. You will be able to work in a fast-paced environment. You will maintain and build on relationships between Citydoc and partners. You will use Travax to identify necessary vaccines for patients and recommend them accordingly. Customer Service Job Duties: Answers customer support messages via telephone, or email promptly to enhance the customer service experience Risk assessments, the customer itinerary, and destinations to capture all private and public vaccines Patiently listens attentively to customers and connects them with the appropriate department to address their needs Quickly learns the functions of the system to log in and respond to customer complaints Accurately records and logs interaction with customers and updates account information and can retrieve this information to create reports for management Keeps sensitive information and financial records private and confidential Works with management to maintain best practices for efficient communication with customers Knowledge of updated company rules and policies to address issues such as returns, faulty merchandise, wrong delivery, and delayed delivery to inform customers Meets regularly with team lead to give feedback to help improve customer service culture, response time, and tools to improve staff experience Willing to learn from management to properly apply company policy to customer solutions Monitor and improve monthly performance measured through KPIs Drive customer feedback on the service you provide through Trustpilot reviews KEY AREAS OF RESPONSIBILITIES: Answers customer support messages via telephone, and email promptly to enhance the customer service experience through our CRM system Zendesk. Patiently listens attentively to customers and connects them with the appropriate travel advice/clinic appointment Log all customer complaints as per the company policy ensuring full detail is provided in line with the company process Keeps sensitive information and financial records private and confidential Works with management to maintain best practices for efficient communication with customers Knowledge of updated company rules and policies to address issues such as faulty merchandise, wrong delivery, and delayed delivery to inform customers Address customer questions about new products, services, promotions on sales Meets regularly with team lead to give feedback to help improve customer service culture, response time, and tools to improve staff experience Willing to learn from management to properly apply company policy to customer solutions Contributes to bottom lines sales by increasing customer satisfaction