The overall responsibility of a Customer Service Officer is to manage and enhance customer experience by addressing inquiries, resolving issues, and ensuring satisfaction. The role acts as a primary point of contact, providing timely and effective support while building strong relationships with customers, managing customer feedback, collaborating with internal teams to deliver seamless solutions, and proactively working toward customer retention. By ensuring a positive and consistent experience, the Customer Service Officer plays a key role in fostering loyalty and contributing to the overall success of the business.
Roles And Responsibilities
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Serve as the first point of contact for customer inquiries via phone, email, and other communication channels.
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Provide detailed information about the company’s products, pricing, and policies.
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Address and resolve customer complaints and issues in a timely and professional manner.
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Maintain accurate records of customer interactions and transactions in the CRM system.
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Monitor customer accounts to ensure service needs are met and issues are proactively addressed.
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Collaborate with internal teams to address and resolve customer concerns.
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Conduct follow-ups with customers to ensure their satisfaction and gather feedback on services provided.
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Identify trends in customer feedback to suggest improvements in the standard operating procedures for service delivery.
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Assist in preparing reports on customer satisfaction and service performance metrics.
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Promote company offerings, educate, and recommend additional services to customers when appropriate.
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Handle any other duties as may be assigned.
Qualifications And Education Requirements
Required Education:
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Minimum Diploma in Marketing, Business Administration, Customer Service or a related field.
Required Experience & Qualifications:
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Minimum of 2 years of experience in a customer service role, preferably in a logistics or commercial environment.
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Proficiency in MS Office and CRM software.
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Strong understanding of customer relationship management principles.
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Excellent communication, problem-solving, and interpersonal skills.
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Ability to work in a fast-paced and dynamic environment.
Personal Attributes:
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Strong time management skills
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Strong interpersonal skills
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Self-motivated and customer-oriented.
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Adaptable and capable of managing multiple tasks simultaneously.
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Strong organizational skills with attention to detail.
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High level of integrity and professionalism.
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Goal-driven and deadline-focused.
Send your cover letter and CV to [email protected]
Deadline; 20 January 2025
