Customer Service Officer

Job Summary:

A Customer Service Officer is responsible for delivering outstanding customer service by managing inquiries and resolving complaints, ensuring customer satisfaction and loyalty. They act as the primary point of contact for customers, handling various communication channels and maintaining a professional and friendly rapport.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and in-person promptly and professionally.
• Resolve customer complaints and issues efficiently, escalating to higher management when necessary.
• Maintain a detailed record of customer interactions, transactions, comments, and complaints.
• Provide accurate information about products and services to customers.
• Assist in processing orders, applications, and requests.
• Communicate with internal departments to ensure customer needs are met.
• Develop and maintain a working knowledge of company products, services, and promotions.
• Identify customer needs and suggest appropriate products/services.
• Follow-up with customers to ensure their issues are resolved.
• Participate in training and development opportunities to enhance skills and knowledge.

Requirements:

• Proven customer service experience of 1-2 years in a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle challenging customer interactions with grace and professionalism.
• Proficient in using customer service software and Microsoft Office Suite.
• Strong organizational and multitasking capabilities.
• Ability to work independently and as part of a team in a dynamic environment.

Qualifications:

• High school diploma or equivalent; a degree in a related field is a plus.
• Customer service training or certification is an advantage.
• Familiarity with CRM systems and practices.

Working Conditions:

• Full-time position based in-person at our office.
• Availability to work flexible hours, including evenings and weekends, as needed.

Personal Attributes:

• Empathetic and patient with a customer-focused mindset.
• Reliable with strong time management skills.
• Assertive and confident in delivering service and support.