Role Summary:

As a Customer Service Officer, you will be the first point of contact for customers, handling inquiries, resolving issues, and providing assistance to ensure customer satisfaction. You will interact with customers via phone, email, chat, or in person, addressing their needs promptly and professionally.

Responsibilities:

• Respond to customer inquiries, complaints, and requests promptly and professionally via phone, email, chat, or in person, and provide accurate information and assistance to resolve issues and address concerns.
• Process customer orders, returns, and exchanges accurately and efficiently, and coordinate with internal departments such as sales, logistics, and finance to ensure timely delivery and resolution of customer issues.
• Maintain customer records and update information in the CRM system, including contact details, interactions, and feedback, and use data analytics tools to track customer satisfaction and identify trends and opportunities for improvement.
• Provide product and service information to customers, including pricing, features, specifications, and availability, and offer recommendations and upsell/cross-sell opportunities to meet customer needs and increase sales revenue.
• Handle customer complaints and escalations professionally and tactfully, and collaborate with management and other teams to resolve issues and improve processes and procedures to prevent recurrence.
• Conduct customer satisfaction surveys and follow-up calls to gather feedback and insights, and use findings to improve service delivery, enhance customer experiences, and strengthen customer relationships.
• Stay updated on company products, services, policies, and procedures, as well as industry trends and best practices, and participate in training and development programs to enhance knowledge and skills.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communication, or related field.
• Must have 2: 1
• Proven experience in customer service, sales support, or related roles, preferably in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-focused mindset and the ability to build rapport and trust with customers.
• Strong problem-solving and decision-making skills, with the ability to think critically, analyze situations, and resolve issues effectively.
• Proficiency in computer skills and experience using CRM systems, Microsoft Office applications, and other business software.
• Ability to multitask and manage time effectively, with strong organizational and prioritization skills.
• Positive attitude, resilience, and adaptability to handle challenging situations and customer interactions professionally.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.

Benefits:

• Competitive salary package with opportunities for performance-based incentives.
• Comprehensive benefits package including health insurance, retirement savings plan, and employee discounts.
• Opportunities for career growth and advancement within the company.
• Supportive work environment with opportunities for learning and development.
• Opportunity to make a positive impact on customer satisfaction and loyalty.