Customer Service Officer 16N25

As a Customer Service Officer, you will be the first point of contact for our valued customers, ensuring that inquiries and concerns are handled efficiently and professionally. You will play a pivotal role in building and maintaining positive relationships through effective communication and problem-solving skills. Our ideal candidate is empathetic, organized, and passionate about delivering an exceptional customer experience. As part of the customer service team, you will collaborate with various departments to ensure customer satisfaction and retention. This position requires a proactive approach to service delivery and a keen understanding of client needs, allowing you to provide tailored solutions and assistance that meet and exceed expectations.

Responsibilities

• Handle customer inquiries and complaints using both telephone and email channels.
• Maintain customer satisfaction by providing appropriate guidance and solutions.
• Stay updated with company products and services to address concerns effectively.
• Coordinate with internal teams to resolve customer issues in a timely manner.
• Document all customer interactions and feedback in the company’s CRM system.
• Develop and maintain knowledge of company policies and procedures.
• Provide customer feedback to management to improve service delivery processes.
• Handle customer escalations promptly and professionally to achieve resolution.
• Participate in regular training sessions to improve product knowledge and service skills.
• Monitor customer service metrics and report any significant deviations to supervisors.
• Ensure compliance with data protection and confidentiality policies at all times.
• Engage in proactive outreach to educate customers on new products and features.

Requirements

• High school diploma or equivalent; additional qualifications are a plus.
• Minimum of two years’ experience working in customer service roles.
• Strong verbal and written communication skills are essential for this role.
• Excellent problem-solving abilities and a positive attitude toward challenges.
• Familiarity with CRM systems and practices is highly beneficial.
• Ability to handle stressful situations calmly and professionally is critical.
• Proven track record of effectively managing time and workflows.