Customer Care and Admin Coordinator

Job brief

We are currently looking to hire a Customer and Administrative Coordinator. The role of the Customer and Administrative Coordinator is to act as a point of contact for our customers, vendors and to deliver impeccable service to our clients and administrative support to our staff through our day-to-day administration.  This role is responsible for addressing customer service issues that are reported through phone, email, social medias and following up with sales team and ensuring all client information is being reported accurately and in a timely manner.

Duties and Responsibilities

The main duties and responsibilities of a Customer and Administrative Coordinator include, but are not limited to:
 

• Responsible for the day-to-day communication through phone, email, social medias, and face to face interactions with customers, in a timely manner.
• Act as a liaison between the client, office and sales team lead, address customer care, customer’s queries in terms of refund or exchange request, product information, appointment requests, customer’s complaints, correspondences issues, and work with sales team leads to resolve in a timely, professional, and satisfactory manner.
• Your sphere of influence will also extend if applicable to reception areas.
• Greet and provide general support to visitors and clients.
• Handle client’s appointments, assist in adjustments, claims, quotations, and process orders.
• Maintain proper function and working order of the company’s online platforms and input information as and when required.
• Ensure operation of equipment by completing preventive maintenance requirements, calling for repairs and maintaining equipment inventories.
• Assist the Logistics, Procurement and Finance team in the selection and ordering of supplies and equipment. Maintain supplies inventory by checking stock (water, ink, kitchen supplies, office and outlet supplies etc) to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies and monitor invoices and payment.
• Assist the marketing department in uploading and boosting artworks on social media platforms and coordinate with suppliers for marketing tools.
• Supervise and answer incoming and outgoing calls, mails, enquiries, requests, and deal with them when appropriate (calls, social medias).
• Supporting regular office operations, organisation of meetings and agendas, pre-meeting briefings materials and set up arrangements.
• Take accurate minutes of meetings.
• Distribute incoming calls and mails.
• Update office policies as needed and prepare presentations, spreadsheets, and reports.
• Provide admin support to all office staff.
• Perform any other duties as may reasonably be required by the Management.

Qualifications and requirements

• Diploma or an associate qualification.
• Minimum of 5 years with proven experience in administrative and customer services.
• Additional qualification in Office Administration is a plus.
• Fluent in spoken and written French and English is compulsory.
• Ability to respond to client’s calls and mails during business hours.
• Ability to give full attention to what other people are saying, to use logic and reason to identify the strengths and weaknesses of alternative solutions.
• Ability to provide guidance and leadership to customer service and spa staff.
• Be able to organize and deliver projects on time and accurately.
• Calm exterior even under pressure, an understanding of commercial principles and the ability to resolve customer and staff conflicts.
• Having excellent grooming and high personal hygiene standards.
• Familiarity with office equipment, like PABX, printers and fax machines.

Skills and Competencies (in order of importance)

• Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
• Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
• Initiative - Job requires a willingness to take on responsibilities and challenges.
• IT Skills - Proficient in Microsoft Office and Google apps, various data input processes, website and social media administration, intake procedures, reporting structure and outcome data management.
• Strong organizational and administrative skills.
• Solid time-management abilities with the ability to prioritize tasks and meet deadlines.
• Commitment to serving customers at the highest level.
• Solution oriented.

Working conditions

• Business Hours from Monday to Friday (available over the phone until midday on Saturdays for any emergency & during peak season)
• Job location : Moka Business Centre, Moka

• Basic Salary Rs 18,000 for the 1st 6months progressing to Rs 20,000 as from the 7th month
• Travelling
• Medical scheme (conditions apply)