Role Purpose

The Customer Relations Agent is responsible for delivering exceptional customer service and ensuring efficient handling of client enquiries across various communication channels. The role focuses on maintaining service excellence, resolving customer queries, supporting internal departments, and contributing to overall customer satisfaction through professional communication and administrative support.

Key Responsibilities

Customer Service and Client Relations
Provide professional and efficient service to clients in accordance with company standard operating procedures
Handle internal and external customer enquiries and provide accurate feedback within required timeframes
Assist clients with registration-related enquiries and general product information
Respond to telephonic, CRM, and online enquiries relating to products, specials, availability, and pricing
Ensure customer issues are resolved effectively and permanently where possible
Maintain a professional and courteous approach in all client interactions

Enquiry Management and Administration
Log and track all customer enquiries received internally and externally
Obtain relevant information from departments to resolve customer queries effectively
Maintain accurate records and filing systems for customer-related documentation
Prepare draft correspondence and provide general typing and administrative support
Assist with reception duties when required

Collaboration and Team Support
Work closely with Sales and CRM teams to achieve common business objectives
Provide support to internal departments where customer service assistance is required
Contribute positively to team performance and service delivery standards

Operational Support
Be available to work after hours or weekends when operational requirements demand
Ensure adherence to company procedures and service standards at all times