Customer Service Officer

The Customer Service Officer acts as a dedicated liaison between the company and its customers, providing a high level of support, information, and problem resolution via in-person interactions, phone, or digital channels. This role focuses on maximizing customer satisfaction and retention.

Responsibilities

First-Line Support: Address customer inquiries, requests, and complaints promptly and professionally, maintaining a positive, empathetic, and professional attitude.Problem Resolution: Research and investigate complex customer issues (e.g., billing disputes, product malfunction) and escalate unresolved issues to the appropriate department.Information Delivery: Provide accurate and detailed information regarding products, services, pricing, and company policies.Feedback Collection: Collect and document customer feedback and suggestions, relaying insights to the relevant teams for service or product improvement.Record Keeping: Ensure all customer interactions, transactions, and resolutions are accurately recorded in the customer service database.

Requirements

High School Diploma or equivalent; a diploma in a service-related field is beneficial.Minimum of 2 years of experience in a customer service or customer-facing role.Exceptional interpersonal communication and active listening skills.Proficiency in using customer service software, ticketing systems, and standard office applications.Demonstrated ability to handle stressful situations and difficult customers gracefully.