Officer - Customer Service (225-920)

As a Customer Service Officer, you will serve as the primary point of contact for customers seeking assistance, support, or information about our products and services. Your role is pivotal in ensuring customer satisfaction and loyalty by efficiently addressing customer inquiries and resolving issues in a timely and professional manner. You will interact with customers through various communication channels and work collaboratively with different departments to ensure that customer needs are met. Our ideal candidate is personable, detail-oriented, and possesses excellent communication skills. If you are passionate about helping people and have a strong commitment to service excellence, this role is the perfect opportunity for you to thrive and make a significant impact on customer relationships.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat promptly and courteously.
• Resolve customer issues by clarifying the complaint, determining the cause, and selecting the best solution.
• Collaborate with internal departments to ensure seamless service delivery to customers.
• Maintain accurate customer records, interactions, and activities in the CRM system.
• Keep up-to-date with product knowledge and changes to provide informed assistance.
• Monitor customer feedback and provide insights for service improvement initiatives.
• Participate in team meetings and training sessions to enhance service skills.
• Assist in developing and refining customer service processes and protocols.
• Handle customer complaints and escalate issues to department managers when necessary.
• Provide proactive support and recommendations to customers to enhance their experience.
• Liaise with logistics teams to track orders and resolve delivery issues efficiently.
• Contribute to achieving team and individual performance metrics and goals.

Requirements

• Previous experience in a customer service role or related position required.
• Strong verbal and written communication skills to engage effectively with customers.
• Proficient in using computer systems and CRM software for data management.
• Ability to handle stressful situations and resolve them with a calm demeanor.
• Excellent problem-solving skills and a proactive attitude toward customer needs.
• Ability to work independently as well as collaboratively with team members.
• Flexible availability, including weekends and holidays, as per business needs.