Hiring for Customer Service Officer
2 weeks ago
**Scope of Services for Customer Service Officer**:
**1. Purpose**
The Customer Service Officer (CSO) serves as the first point of contact for customers, providing support, information, and resolution to inquiries and complaints. The role is critical to ensuring a positive customer experience and supporting the company’s service standards.
**2. Key Responsibilities**
Greet customers professionally and provide accurate information regarding products, services, policies, and procedures.
- **Issue Resolution**Handle and resolve customer complaints and concerns in a timely and effective manner.
Escalate complex issues to relevant departments or supervisors when necessary.
- **Order and Account Management**Assist customers with placing orders, tracking deliveries, and managing account details.
Process returns, exchanges, and service requests.
- **Documentation and Reporting**Maintain detailed records of customer interactions, feedback, and actions taken using CRM or ticketing systems.
Provide regular reports on common issues and customer satisfaction trends.
- **Support to Other Departments**Coordinate with sales, logistics, technical support, or finance departments to resolve customer issues.
Provide feedback from customers to help improve products, services, and processes.
- **Service Improvement**Participate in training sessions and suggest improvements to customer service protocols.
Contribute to developing customer satisfaction surveys and feedback tools.
**3. Skills and Competencies**
- Excellent communication and interpersonal skills.
- Problem-solving ability with a customer-first attitude.
- Proficiency in CRM systems and Microsoft Office Suite.
- Ability to work under pressure and multitask.
- Strong organizational and documentation skills
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