customer service officer
3 weeks ago
Responsibilities:
1. Responding to Inquiries
Answering customer inquiries via phone, email, or chat promptly and professionally.
Providing information about products, services, and company policies.
Assisting customers with order placement, tracking, and cancellations.
Providing updates on shipment status, and resolving shipping-related issues or concerns promptly.
2. Handling Complaints and Issues
Addressing and resolving customer complaints or issues in a timely and effective manner.
Escalating complex issues to supervisors or relevant departments for resolution.
Offering solutions, refunds, or replacements as per company policies.
3. Providing Support and Assistance
Assisting customers with technical problems or difficulties using products/services.
Offering after-sales support, troubleshooting, and guidance.
Providing guidance on product usage, maintenance, or installation.
4. Maintaining Customer Records
Recording and updating customer information, interactions, and transactions in databases or
CRM systems.
Keeping detailed and accurate records of customer inquiries and resolutions.
Managing shipping documentation, including preparing bills of lading, certificates of origin and
other required paperwork. Ensuring compliance with international shipping regulations and trade
laws.
5. Coordinating Shipments
Facilitating the arrangement of shipments, coordinating with carriers, freight forwarders, and
logistics companies to ensure timely and cost-effective transportation of goods.
6. Offering Professional Service
Demonstrating professionalism, empathy, and patience in all interactions with customers.
Upholding company values and maintaining a positive company image.
7. Collaborating with Other Departments
Liaising with other departments to resolve complex customer issues or inquiries.
Communicating customer feedback or recurring issues to relevant departments for improvement.
8. Continuous Learning and Improvement
Staying updated on product knowledge, company policies, and industry trends.
Participating in training sessions to improve customer service skills.
Seeking feedback and actively working on self-improvement.
Requirements:
Diploma in Business, Sales or Marketing, or a related field.
Knowledge of logistics, automotive and industrial sectors, and marine industries.
Excellent communicaton and interpersonal skills.
Problem-solving abilities.
Ability to work independently and as part of a team.
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