Customer Service Officer (Construction Solutions)

Our client is a renowned brand within the construction chemicals industry and are a leading supplier of concrete admixtures, underground construction solutions and several other chemical products. 

Position Overview

The Customer Service Officer is responsible for providing excellent customer support by responding to inquiries, resolving issues, and ensuring customer satisfaction. This role involves handling calls, emails, and in-person queries, maintaining customer records, and supporting the company's service standards.

Key Responsibilities

1. Customer Support & Interaction

• Respond to customer inquiries via phone, email, chat, and in-person channels.
• Provide accurate information about products, services, pricing, and company policies.
• Identify customer needs and provide appropriate solutions.
• Resolve complaints efficiently and follow up to ensure satisfaction.

2. Issue Resolution

• Troubleshoot customer issues and escalate complex cases to the appropriate departments.
• Log customer complaints, actions taken, and final resolutions.
• Ensure timely follow-up on all pending customer requests.

3. Documentation & Record Keeping

• Maintain and update customer information in CRM or company database.
• Prepare service reports, feedback summaries, and daily activity logs.
• Ensure proper documentation for all customer interactions and transactions.

4. Process Compliance

• Follow standard operating procedures (SOPs) when handling customer requests.
• Adhere to company policies, service protocols, and quality standards.
• Support continuous improvement initiatives in the customer support department.

5. Relationship Building

• Build and maintain positive relationships with customers.
• Promote customer loyalty by providing a consistent service experience.
• Upsell or cross-sell company products/services when appropriate (optional depending on industry).

6. Team Collaboration

• Coordinate with other departments (sales, technical support, billing, logistics) to ensure seamless service delivery.
• Provide feedback to management regarding recurring customer issues and process gaps.

Experience & Qualifications

• High school diploma or bachelors degree in Business Administration, Communication, or a related field.
• 1–3 years of experience in customer service, call center, or front-desk operations.
• Experience with CRM systems is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving and active listening abilities.
• Ability to handle high-pressure situations and manage multiple tasks.
• Basic computer skills (MS Office, CRM tools, email handling).
• Customer-focused mindset and a positive attitude.