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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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