Customer Service Representative

Position Overview

HAPPSA Group  is looking for a Customer Service Representative who can assist clients with enquires/request and issues and maintain a high customer satisfaction level. The Customer Service Representative will be responsible for taking incoming calls. The successful candidate will be required to develop a comprehensive understanding of our Customer Service policies and know when issues need to be escalated to the management staff for resolution.

Qualification and Competency Requirements

• Previous experience in a Customer Service role
• Excellent communication skills
• Ability to work within set budgetary constraints

Tasks and Responsibilities

• handling incoming calls and emails from customers as well as making outbound calls to customers
• interacting with customers in online chat portals
• responding to questions about the company, its products or services
• resolving customer complaints and escalating them when necessary
• processing orders, invoices, payments, claims, credits and returns
• updating and maintaining records of customer interactions

• Supplier Service reports (Washroom and Pest) – Service dates placed on spreadsheet for Accounts.
• Management of waste spreadsheet (when implemented)
• Management of day-to-day client communication and additional work orders
• Process all client communication into ECRM system – Cleaning, maintenance, waste, washroom, and pest requests.
• Investigating and resolving client enquiries 
• Manage dispute resolution and escalation of customer and staff issues.

• Prepare and send quotes and work bills (through Templa) and any other support required by operations team

• Ad-hoc administration duties as requested by management (As required)
• Update client portals (work orders)

Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.
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