ISRAEL HOPE UGONMA

Key Responsibilities:

• Strategic Planning: Develop and execute strategic plans aligned with company goals, identifying market opportunities for sustainable growth.
• Leadership & Team Management: Lead cross-functional teams, fostering a collaborative culture aligned with the company's vision.
• Financial Management: Oversee budgeting, forecasting, and financial performance to enhance revenue and profitability.
• Client Relationship Management: Build strong client relationships, ensuring high satisfaction and timely issue resolution.
• Business Development: Drive client acquisition and market expansion, tailoring IT solutions to meet client needs.

Key Responsibilities:

• Customer Support: Provide prompt assistance to clients regarding software products, services, and technical inquiries via phone, email, and chat
• Maintaining Data Accuracy: Ensuring that the data entered is correct and up-to-date by verifying and reviewing information for any discrepancies or errors
• Product Knowledge: Maintain a deep understanding of company products, features, and updates, communicating effectively with customers to address inquiries and provide guidance
• Customer Relationship Management: Foster positive client relationships through professionalism, empathy, and attentiveness, ensuring high satisfaction and retention
• Escalation Handling: Efficiently manage escalated customer issues, collaborating with internal teams to resolve complex problems
• Documentation: Accurately document customer interactions and resolutions for accountability and tracking purposes
• Feedback Collection: Gather and relay customer feedback to internal stakeholders to drive product and service improvement
• Training and Knowledge Sharing: Continuously update technical knowledge and skills through training and share expertise with colleagues to promote a culture of learning
• Performance Metrics: Meet or exceed KPIs including response time, resolution time, and customer satisfaction scores
• Process Improvement: Identify opportunities for enhancing efficiency and customer experience, collaborating with teams to implement solutions