Customer Service Officer

Responsibilities:

• Respond promptly and accurately to customer inquiries through phone calls, emails, chat, and social media.
• Manage product and service orders by ensuring accurate recording and effective communication with the operations team for timely fulfillment.
• Schedule product deliveries based on client requests and resource availability.
• Conduct follow-up calls with clients after service delivery to ensure satisfaction and gather feedback for quality improvement.
• Actively collect and document customer feedback to enhance service quality and address recurring issues.
• Maintain a comprehensive understanding of the company’s products and services to provide accurate advice to customers.
• Develop and implement customer service strategies that enhance customer satisfaction and foster loyalty.
• Receive and resolve client concerns promptly, escalating issues when necessary.
• Maintain up-to-date records of customer interactions, product orders, and communications in the CRM system.
• Collaborate with cross-functional teams to address customer needs and improve service delivery.
• Write Standard Operating Procedures (SOPs) related to customer support activities.
• Provide weekly activity reports on performance metrics to the Operations Leads.

Requirements:

• BSc or HND in marketing, communications, business management, or a related field is preferred.
• 2 to 3 years of experience in a customer service role.
• Experience in the Technology or Oil and Gas sectors is an added advantage.
• Proven ability to provide appropriate and constructive feedback in a professional manner.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse customers.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in using customer service software and tools, as well as basic technical troubleshooting skills.
• Ability to work collaboratively in a fast-paced team environment while efficiently managing multiple tasks.
• Impressive knowledge of Microsoft PowerPoint, Excel, Word, and Google Workspace tools.