Customer Service Officer

Job Brief


We are looking for an experienced Customer Service officer who will drive excellence in customer service and promote this idea through the organization.
Manage customer service agents and monitoring their performance.
The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customer’s expectation.


Responsibilities


Respond promptly to customer inquiries via phone, email, chat, or social media platforms.
Identify and assess customers' needs to achieve satisfaction.
Provide accurate, valid, and complete information by using the right methods/tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, transactions, comments, and complaints.
Communicate and coordinate with internal departments to resolve customer issues.
Process customer complaint forms, feedback forms and other requests.
Follow communication procedures, guidelines, and policies.
Take ownership of customer issues and follow problems through to resolution.
Assist with customer retention and loyalty programs.
Meet customer service team and individual performance targets.
Perform other job-related duties assigned


Requirements


B.Sc. / BA in Business Administration, Mass Communications, or a relevant field.
A minimum of 3 years proven work experience as a customer service manager, retail manager.
Strong client facing and communications skills.
Excellent knowledge of management methods and technique.
Proficiency in English. Another language will be an added advantage.
Excellent in written and verbal communication skills.
Ability to think strategically and to lead.
Advanced troubleshooting, multi-tasking skills.
Highly self-motivated.