Customer Service Officer

Responsibilities:

• Respond promptly to customer inquiries and complaints through various channels (social media, phone, email, chat).
• Provide accurate and timely solutions to customer issues, ensuring a positive resolution.
• Assist customers with order placement, payment issues, delivery inquiries, and product information.
• Process and manage customer orders, ensuring accuracy and timely fulfillment.
• Coordinate with the operations team to resolve order-related issues and delays.
• Identify and troubleshoot customer problems related to deliveries, refunds, account access, and other concerns, escalating complex issues to relevant teams.
• Implement effective problem-solving strategies to minimize customer inconvenience.
• Track and document issues for analysis and reporting.
• Build strong relationships with customers by providing personalized and empathetic service.
• Proactively identify customer needs and anticipate potential issues Collect and analyze customer feedback to improve service quality.
• Communicate effectively with customers and team members to ensure clear and concise information exchange.
• Provide feedback and suggestions to improve service quality and operational efficiency.
• Participate in ongoing training sessions to enhance knowledge and customer service skills.
• Mentor new customer service team members as needed
• Up-to-date with product offerings, policies, and procedures
• Provide accurate information to customers about offerings, promotions, and services,
• Utilize customer service software and tools to manage customer interactions and track performance metrics.
• Stay updated on system enhancements and training to optimize efficiency.

Requirements:

• Excellent communication and interpersonal skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks effectively.
• Strong attention to detail and accuracy.
• Proficiency in computer skills, including Microsoft Office Suite and customer service software.
• A positive and can-do attitude.
• Prior experience in customer service, preferably in a tech-enabled or e-commerce environment.
• Ability to handle high-pressure situations calmly and efficiently.

Work Conditions:

• A fast-paced environment that requires efficient multitasking and handling of multiple customer interactions simultaneously.
• Availability to work flexible hours, including evenings and weekends, as part of a customer support team.