Job Summary
The Customer Service Officer is responsible for providing high-quality service to customers by addressing inquiries, resolving complaints, and ensuring a positive customer experience.
This role serves as the first point of contact for customers and is vital to maintaining satisfaction and loyalty.
Key Responsibilities
Customer Interaction:
Respond promptly to customer inquiries via phone, email, chat, or in person.
Provide accurate information about products, services, and policies.
Resolve customer complaints effectively, ensuring customer satisfaction.
Problem Solving:
Investigate and resolve customer issues by coordinating with internal departments.
Escalate complex or unresolved issues to the appropriate team or manager.
Follow up with customers to ensure their concerns have been addressed.
Record-Keeping:
Document customer interactions, inquiries, complaints, and resolutions in the CRM system.
Maintain up-to-date records of customer profiles and preferences.
Support and Guidance:
Assist customers with troubleshooting technical issues or navigating company platforms.
Provide guidance on product usage and offer personalized recommendations.
Feedback Collection:
Collect and record customer feedback to identify areas for improvement.
Communicate insights and suggestions to management for enhancing customer experience.
Policy Adherence:
Ensure compliance with company policies, procedures, and service standards.
Stay informed about changes in products, services, and company policies.
Team Collaboration:
Collaborate with team members to share insights and strategies for improving service delivery.
Participate in team meetings and training sessions to enhance skills and knowledge.
Qualifications
Candidates should possess a Bachelor’s Degree / HND or OND qualification.
Skills:
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Proficiency in using CRM systems and basic computer applications.
Ability to handle high-pressure situations and multitask effectively.
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