Job Brief

• We are looking for an experienced Customer Service officer who will drive excellence in customer service and promote this idea through the organization.
• Manage customer service agents and monitoring their performance.
• The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customer’s expectation.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or social media platforms.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with internal departments to resolve customer issues.
• Process customer complaint forms, feedback forms and other requests.
• Follow communication procedures, guidelines, and policies.
• Take ownership of customer issues and follow problems through to resolution.
• Assist with customer retention and loyalty programs.
• Meet customer service team and individual performance targets.
• Perform other job-related duties assigned

Requirements

• B.Sc. / BA in Business Administration, Mass Communications, or a relevant field.
• A minimum of 3 years proven work experience as a customer service manager, retail manager.
• Strong client facing and communications skills.
• Excellent knowledge of management methods and technique.
• Proficiency in English. Another language will be an added advantage.
• Excellent in written and verbal communication skills.
• Ability to think strategically and to lead.
• Advanced troubleshooting, multi-tasking skills.
• Highly self-motivated.