Contact Agent / Customer Service Officer at Afripoint Group Limited

Job Purpose

The Contact Agent / Customer Service Officer serves as the first point of contact between the company and its customers. The role is responsible for handling customer inquiries, complaints, and requests through multiple channels (calls, emails, social media, or in-person), ensuring excellent customer experience, and maintaining strong client relationships.

Key Responsibilities

Customer Interaction

• Respond promptly to customer inquiries via phone, email, live chat, or other communication platforms
• Provide accurate product and service information to customers
• Handle customer complaints, concerns, and requests in a professional and empathetic manner
• Ensure first-call resolution or timely escalation of unresolved issues

Service Delivery

• Maintain a positive, courteous, and professional attitude while engaging with customers
• Ensure customer requests are logged, tracked, and followed up until resolution
• Process orders, returns, and service requests in line with company policies
• Uphold service level agreements (SLAs) for response and resolution times

Customer Relationship Management

• Build and maintain positive relationships with customers to enhance loyalty and satisfaction
• Conduct follow-up calls to ensure customer satisfaction after service or complaint resolution
• Capture customer feedback and share insights with management to drive service improvements

Reporting & Documentation

• Accurately record customer interactions and transactions in the CRM system
• Maintain up-to-date customer service records
• Provide daily/weekly reports on inquiries, complaints, and resolutions

Key Performance Indicators (KPIs)

• Customer satisfaction ratings (CSAT)
• First Contact Resolution (FCR) rate
• Average response and resolution time
• Number of successfully handled inquiries/complaints
• Adherence to customer service policies and SLAs