Report to : Head of Marketing Department

Position Summary

The Sales and Customer Service Unit Officer is responsible for proper handling and resolution of complaints, suggestions and inquiries of customers or staffs through various mechanisms especially head office’s hotline and to provide the training related to sales and customer service to new recruit employees and financial literacy to clients. And he/she will be responsible to support to branches in related to sales and customer services.

Duties and Responsibilities

• Keep knowledge about the company’s products and services up to date in order to be able to response to client’s inquiries.
• Ensure that clients know their rights and feel free to make complaint and suggestion and aware of the company’s complaint mechanism.
• Collect all complaints and suggestions, from branches’ suggestion boxes and arrange complaint handling meeting and report to management.
• Ensures that personal information of clients who make complaint are kept confidential.
• Maintaining record for all complaint and suggestion reports.
• Provide New Recruits and Refresher training, related to Sales and Customer Services.
• Provide training and knowledge to branch staff for proper professional grooming.
• Provide Financial Literacy Campaign to clients, in coordination with branches.
• Supporting and helping branches to promote SPN’s products and services in the time of entering into new territories and as required.
• Supporting and helping branches in handling and resolution of complaints from clients.
• Be willing and ready to contribute and assist wherever needed.

Qualifications:

• Any Graduates (with diploma or certificate of marketing is an advantage)
• Good emotional control
• Good communication and people skills.
• Good English language and Computer Literate

Reporting

He/she will report to Sales and Customer Service Unit Manager for day to dad actions and activities, and he/she will report directly to head of department in the absence of unit manager. The reporting requirements will be as below.

• Up-dates and Briefing – Any up-date and progress of existing works can be reported briefly and verbally to respective unit manager and head of department as situation required.
• Proposals and Activity Plans – The prior written approval must be taken from unit manager and head of department for any kind of activities proposals, mission plan, expenses, etc.
• Monthly written Reports – The monthly written reports must be submitted to head of department for any Recruit training & evaluation, mission, and complaint resolution meeting and other reports as and when required.