Customer Service Officer

Position Overview

The Customer Service Officer will be responsible for managing customer inquiries, providing timely and professional support, and ensuring a positive customer experience across all communication channels. The role requires strong communication skills, problem-solving ability, and a customer-focused mindset.

Key Responsibilities

Customer Interaction and Support

• Handle customer inquiries, complaints, and requests via phone, email, chat, and social media in a professional and timely manner

Issue Resolution

• Investigate customer concerns, provide accurate information, and resolve issues efficiently while ensuring customer satisfaction

Record Keeping and Documentation

• Accurately document customer interactions, complaints, and resolutions using the company's CRM or tracking systems

Order and Service Coordination

• Liaise with internal teams to track orders, bookings, or service requests and provide updates to customers

Customer Feedback Management

• Gather and document customer feedback, complaints, and suggestions to support service improvement initiatives

Service Standards Compliance

• Ensure all interactions align with company policies, service standards, and customer experience guidelines

Follow-Up and Relationship Management

• Conduct follow-ups with customers to confirm issue resolution and maintain positive long-term relationships

Support for Sales and Operations

• Assist sales and operations teams by responding to customer inquiries related to products, services, or promotions

Reporting and Performance Tracking

• Prepare basic customer service reports, including response times, resolution rates, and common customer issues

Hybrid Work Coordination

• Effectively manage both remote and on-site responsibilities, ensuring consistent service delivery regardless of work location

Requirements and Qualifications

• Minimum of 1–3 years of experience in customer service or a related field