Customer Service Officer

Key Responsibilities:

1. Customer Service & Support:

   • Handle inbound and outbound calls in a professional and courteous manner.
   • Assist customers with inquiries, concerns, and requests, ensuring a positive customer experience.
   • Provide product or service information, and resolve customer issues or complaints in a timely and accurate manner.
   • Maintain a high level of professionalism when dealing with customers, demonstrating empathy, patience, and active listening skills.

2. Call Management:

   • Efficiently manage call volume by adhering to call handling times and service level standards.
   • Document and record all customer interactions in the call center software, maintaining accurate and up-to-date records.
   • Escalate complex or unresolved issues to appropriate departments or higher-level staff when necessary.

3. Problem Resolution:

   • Identify customer concerns and provide appropriate solutions or alternatives, working to resolve issues on the first call whenever possible.
   • Follow up on customer inquiries and provide updates on the status of ongoing issues.
   • Offer proactive solutions to common customer problems to reduce repeat calls.

4. Product/Service Knowledge:

   • Maintain thorough knowledge of company products, services, policies, and procedures to provide accurate information.
   • Stay up-to-date on any changes to company offerings or processes to ensure the highest level of service.

5. Multitasking & Efficiency:

   • Handle multiple tasks simultaneously, including call handling, data entry, and system navigation.
   • Demonstrate strong time management skills to maintain productivity and meet individual goals.

Qualifications:

1. Education & Experience:

   • High school diploma or equivalent; a college degree is a plus.
   • Previous experience in customer service, call center, or retail roles is preferred but not required.
   • Good English in Speaking and Writing.