Job type: Full-time

Job Title:  Customer Service Officer

Reporting Line Manager: Business Development Manager

Department: Commercial

Customer Service Officer is often a client’s primary point of contact with a company. The duties and responsibilities of a CSO include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction.

Job Description:

  •       Providing introductory information to prospective and new guests
  •       Receive,sort, and distribute mail and stores deliveries.
  •       Maintain a clean and organized reception area.
  •       Receive letters, packages etc. and distribute them
  •       performing all check-in and check-out tasks
  •       Managing online and phone reservations
  •       Informing customers about payment methods and verifying their credit card data
  •      Register guests collecting necessary information(like contact details and exact dates of their stay)
  •       Welcome guests/tenants upon their arrival and assign rooms
  •       Provide information about the apartments, available rooms, rates and amenities
  •       Respond to clients’ complaints in a timely and professional manner
  •       Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully- furnished to accommodate guests’ needs
  •       Guest/ Customer satisfaction through Guest feedback assessment forms
  •       Keeping things on track in and out track of events.
  •          Keep an eye on all events and happenings.
  •       Oversee day to day operations e.g. Staff Punctuality
  •       Scheduling appointments.
  •       Answering Company Calls
  •       Positive professional interaction with clients/ guests.
  •       Adherence to office procedures and process.
  •       Strong Customer relationship
  •       Monitor and maintain office & apartment supplies and equipment.
  •       Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  •       Communicating with customers through various channels.
  •       Keeping records of customer interactions, transactions, comments, and complaints.
  •       Communicating and coordinating with colleagues as necessary.
  •       Providing feedback on the efficiency of the customer service process.
  •       Ensure customer satisfaction and provide professional customer support.
  •       Daily report– before closure of Business
  •       Assist with other administrative duties as assigned.

KPI:

  •       Customer satisfaction rate
  •       Customer retention rate
  •       Cost of operating
  •       Response time
  •       Number of complaints

Skills:

  1. I.    Computer proficiency
  •       Digital Communication proficiency
  •       English and Swahili Proficiency – Oral and Written
  •       Negotiation skills
  •       Excellent customer service skills
  •       Interpersonal abilities
  •       Organization and multitasking capabilities
  •       Professionalism and courteousness
  •       Attention to detail
  •       Adaptability and flexibility
  •       Problem-solving skills
  •       Time management and prioritization
  •       Positive attitude and teamwork

Attributes:

  •                   Charming
  •                   Diplomatic behavior
  •                   Smartness

How to Apply:

Applicants are invited to submit their Application Letters, Resume’s, Copies of Certificates and other Credential Certificates via e-mail to:  HR@newl.co.tz

Address:

Chief of Human Resources & Administration

P.O.BOX 7026

ARUSHA.

Deadline: Applications to be received before 04th November 2024.

If you are not contacted by Northern Engineering Works Limited Five (5) days after the closing date, you should consider your application as unsuccessful.  Short listed candidates may be subjected to any of the following: competency assessment and reference checking.

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