Customer Operations Officer 20J25

The Customer Operations Officer 20J25 plays a critical role in ensuring the smooth functioning of customer-related processes, driving customer satisfaction, and enhancing operational efficiency. As the primary point of contact for customers, this position involves managing customer inquiries, resolving issues, and providing exceptional service experiences. The role requires a proactive approach to problem-solving and a passion for delivering high standards of customer service. With a keen eye for detail, the Customer Operations Officer will oversee customer accounts, ensuring all information is up-to-date and accurately processed. This position plays a pivotal part in coordinating between different departments to streamline workflow for addressing customer needs and feedback. Strong communication skills and the ability to multitask in a dynamic environment are essential for success in this position.

Responsibilities

• Manage and respond to customer inquiries through multiple communication channels including phone and email.
• Resolve customer issues efficiently, escalating to relevant departments as needed.
• Maintain accurate and respectful communication with customers at all times.
• Monitor customer accounts to ensure accurate and timely processing of information.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Coordinate with various departments to ensure seamless customer service delivery.
• Create and analyze customer feedback reports to identify trends and areas for improvement.
• Assist in developing and updating customer service policies and procedures.
• Train and guide junior staff on customer service protocols and practices.
• Review and improve existing customer service practices continuously.
• Participate in the development of systems and processes that enhance operational efficiency.
• Engage in continuous learning to maintain and grow technical and practical customer service knowledge.

Requirements

• Bachelor’s degree in Business Administration, Communications, or relevant field preferred.
• Minimum of two years of experience in a customer service role or similar position.
• Exceptional communication and interpersonal skills for customer interaction.
• Strong problem-solving abilities with a customer-centric mindset.
• Proficiency in customer service software and Microsoft Office applications.
• Ability to multitask and manage multiple responsibilities under pressure.
• Keen attention to detail and strong organizational skills.