Customer Service Officer

Job Description Essential duties and responsibilities include the following. Others may be assigned:
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle product inquiries.
Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Process orders, forms, and requests
Organize workflow to meet client timeframes
Direct requests and unresolved issues to the designated resource
Manage client’s records
Competencies:
Service Oriented: Treats customers courteously, responds to customer requests in a timely manner.
Proactive: Proactively identifies customer needs
Problem solving: Takes responsibility to resolve customer complaints.
Flexibility/Adaptation – Demonstrates flexibility in work practices, procedures or processes; Shares information, resources, and ideas and works actively to resolve conflict to a positive outcome. – Adapts to change, open to new possibilities, handles pressure and adjust plans to meet changing needs.
Emotional Control: Ability to maintain a rational and objective demeanour when faced with stressful or difficult situations or client
Knowledge and Skill Requirement
Applicant is required to have 2 years progressive customer service or direct marketing experience.
Ability to work well under pressure and be able to juggle many projects simultaneously.
Excellent interpersonal skills
Excellent communication skills.
Smart and fast thinker, able to handle unexpected situations.
Person Specification:
Exposed
Flexible
Quality conscious
Time conscious
Passionate for customer satisfaction
Problem solver
Meticulous