Position Overview
The Customer Service Officeracts as a primary point of contact for customers, ensuring that their inquiries are addressed, complaints are resolved, and overall satisfaction is achieved.
This role involves handling various customer interactions, maintaining accurate records, and contributing to the organization’s customer-centric culture.
Key Responsibilities
Respond promptly and professionally to customer inquiries via phone, email, chat, or in-person interactions.
Provide accurate information about products, services, policies, and procedures.
Assist customers in placing orders, tracking shipments, processing returns, and addressing account-related issues.
Complaint Resolution:
Handle and resolve customer complaints in a calm and efficient manner.
Escalate complex or unresolved issues to the appropriate department or manager.
Follow up on customer concerns to ensure satisfaction and closure.
Record Keeping:
Maintain detailed records of customer interactions and transactions in the customer relationship management (CRM) system.
Generate reports on recurring issues and feedback for process improvement.
Customer Engagement:
Build positive relationships with customers by demonstrating empathy and understanding.
Proactively offer solutions and make product or service recommendations based on customer needs.
Process Improvement:
Identify opportunities to improve customer service processes and contribute suggestions for enhanced efficiency.
Stay updated on industry trends, company updates, and new products/services.
Collaboration:
Work closely with other departments, such as sales, marketing, and technical support, to address customer needs.
Participate in team meetings, training sessions, and initiatives to improve service delivery.
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT):Achieve a minimum score of 40% consistently.
First Contact Resolution (FCR):Resolve 60% of inquiries on the first contact.
Average Response Time:Maintain an average response time of 20 minutes or less.
Complaint Resolution Time:Resolve customer complaints within 24 hours/days.
Customer Retention Rate:Contribute to maintaining at least 50% annual customer retention.
Qualifications and Skills
Educational Background: Minimum of a high school diploma; a bachelor’s degree in a related field is an advantage.
Experience: Prior experience in customer service or a similar role is preferred but not mandatory.
Skills:
Excellent communication skills (verbal and written).
Strong problem-solving and conflict-resolution abilities.
Proficiency in using CRM systems, Microsoft Office, and other relevant tools.
Ability to multitask, prioritize, and manage time effectively.
Personal Attributes:
Empathy, patience, and a customer-focused mindset.
Positive attitude and adaptability in a fast-paced environment.
Attention to detail and a proactive approach to handling tasks.
Interested and qualified candidates should send their application to: retentionrecruitment01@gmail.com using the job title as the subject of the mail.
Apply via :
retentionrecruitment01@gmail.com