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.

• 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 escalates 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.

• 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.