Job Description

JOB DESCRIPTION

CUSTOMER SERVICE REPRESENTATIVE

Our client in the Transport sector based in Accra is seeking to recruit a Customer Service Representative for an online taxi application company who will be involved not only in assisting customers and drivers but also proactively engaging with customers who may not be using the application frequently. This additional responsibility requires effective communication, customer engagement strategies, and a focus on building strong relationships with users. The expanded role of a Customer Representative, including engaging infrequent users, plays a crucial role in maximizing customer satisfaction, retention, and overall success.

SPECIFIC RESPONSIBILITIES 

• Perform all the duties mentioned previously, including addressing inquiries, concerns, and complaints from both customers and drivers. 
• Identify customers who have not been using the application frequently and reach out to them via email, SMS, or in-app notifications to understand their reasons for reduced usage. 
• Provide personalized guidance to customers on how to utilize various features of the app effectively, encouraging them to make the most of the application's offerings. 
• Inform customers about new app features, service enhancements, promotions, discounts, and special offers through targeted communications. 
• Regularly collect feedback from infrequent users to understand their concerns or reasons for reduced usage. Use this feedback to drive improvements. 
• Share tips and tricks with customers on how to use the app to streamline their ride-booking process and enhance their overall experience. 
• Develop personalized outreach strategies based on customer preferences and history to encourage them to use the application more frequently. 
• Collaborate with the marketing and retention teams to create strategies aimed at retaining customers who might be at risk of leaving the platform. 
• Conduct surveys to gather insights into customer behavior, preferences, and suggestions for improving the app's usability. Customer travel preferences. 
• Segment users based on their activity patterns and preferences to tailor communications that resonate with their needs. 
• Analyze usage data and patterns to identify trends and formulate strategies to re-engage infrequent users. 
• Highlight the benefits of using the application regularly, such as earning loyalty rewards, accessing exclusive features, and experiencing convenience. 
• Generate reports on the success of engagement initiatives and provide recommendations to the management for improving customer retention and engagement.  

JOB REQUIREMENTS 

• A business-related degree from a recognized university, relevant Administration professional qualifications, and adequate training in customer service or a related field.
• Three (3) years’ prior work experience in customer service, preferably in a tech or service industry, is highly valued.
• Experience in proactive customer engagement or retention efforts is a significant asset.
• Strong verbal and written communication skills are essential for interacting with customers and drivers.
• Proven ability to develop and implement strategies to engage infrequent users, potentially through targeted communications, promotions, or incentives.
• A focus on building strong and positive relationships with customers and drivers is crucial.
• Ability to empathize with customers, anticipate their needs, and provide personalized solutions.
• Ability to resolve customer inquiries, issues, or complaints effectively and efficiently.
• Familiarity with using mobile applications and basic knowledge of smartphone functionality is important for assisting customers with app-related concerns.
• A proactive approach to reaching out to infrequent users to understand their needs, address concerns, and offer solutions or incentives to encourage more frequent usage.
• Ability to work effectively with other team members and departments to address customer needs and resolve issues.
• Capable of managing time efficiently to balance customer interactions, administrative tasks, and proactive engagement efforts.
• Depending on the company's practices, familiarity with basic data analysis may be beneficial for identifying trends in customer behavior and informing proactive engagement strategies.