CUSTOMER SERVICE OFFICER

Job Responsibilities

i. Respond to customer inquiries via phone, email, and chat, providing accurate and timely information.
ii. Assist customers in navigating products, services, and resolving issues to ensure satisfaction.
iii. Handle and resolve customer complaints, maintaining professionalism and empathy.
iv. Educate customers on company policies, procedures, and product features.
v. Document and update customer interactions in the CRM system.
vi. Collaborate with other departments to escalate and resolve complex issues.
vii. Ensure customer information confidentiality and adhere to data protection regulations.
viii. Strive to meet or exceed customer satisfaction goals and performance metrics.
ix. Continuously stay informed about company products, services, and industry trends.
x. Provide feedback to management for process improvements based on customer feedback.

Qualifications

• A minimum of a diploma in a Business related course.
• Minimum 2 years’ experience in a customer service position.
• Experience in a Contact Centre managing inbound and outbound calls.
• Experience in managing customer queries via social media.