Description:
Job Purpose
The Customer Service Officer will resolve conflicting and complex issues relating to customer services, and organize and schedule customer orders to an appropriate department. Ensure dispatching and shipping of products are met with customer deadlines. Coordinate and collaborate with cross-functional teams to ensure quality services to customers.

Summary of Key Responsibilities;

Implement company policies and procedures in providing good customer service.
Receiving Clients at the Counter and processing shipments according to Product/Service (i.e. local, international)
Assisting new customers in completing customers’ card membership Application forms.
Assisting customers with Front Office issues, printing statements quotations, unblocking cards, etc.
Track and Trace shipments for Walk-in Clients as well as queries through the phone
Respond to customer calls and emails and answer questions about products and services
Log all contacts in our customer database system accurately
Perform general administrative tasks, such as copying, and filing
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Generate monthly, quarterly, and annual reports for management
Collect and submit Counter Sales Leads to Sales Department and International Collections
Processing Repair and Return shipments
Maintaining a positive, empathetic, and professional attitude toward customers at all times
Assist Customers in completing the recharge forms
Ensure that all cards that are ready for collection are deposited in the safe
Design a template that you will use to raise Manuel Tax Invoices for Prepaid customers so that they are all raised by each month
Communicating with Prepaid customers on errors regarding the recharge forms before the closing of business
Follow up on complaints from customers on Card Related issues and provide solutions.
Keeping records of customer interactions, transactions, comments, and complaints.
Required Skills and Attributes

Good phone and email etiquette
Exceptional communication skills
Good Written Communication Skills.
Ability to manage multiple Accounts/Clients simultaneously
Good numeracy skills
Attention to detail
Ability to enhance the company image
Able to work in a team.
Ability to stay calm when customers are stressed or upset.

Primary Areas of Accountability:

Qualifications and Experience

Diploma in Public Relations, Business Administration or any Commercial Field
Must have a minimum of 03 years of work experience in a similar field working for a well-established Courier Services Company
Call Center working experience will be a plus
Must be Customer Centric
Professional Training Customer Service