Customer Service Officer

Responsibilities:

• Respond promptly to customer inquiries via phone, email, live chat, or social media.
• Resolve complaints, process refunds/exchanges, and escalate complex issues when needed.
• Maintain accurate records of customer interactions in the CRM system.
• Stay updated on company products, services, and policies to provide accurate information.
• Guide customers through troubleshooting steps or direct them to technical support if needed.
• Build rapport with customers and ensure a positive service experience.
• Proactively follow up to confirm issue resolution and gather feedback.
• Identify opportunities to upsell/cross-sell (if applicable).
• Report recurring issues to management for process optimization.
• Suggest improvements to FAQs, knowledge base, or self-service tools.

Requirements:

• 1+ years of experience in customer service (retail, call center, hospitality, or related field).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Patience, empathy, and a professional attitude under pressure.
• Basic computer skills (CRM tools, Microsoft Office/Google Workspace).
• Ability to multitask and manage time efficiently.
• Experience with CRM software (Zendesk, Salesforce, Freshdesk).
• Knowledge of industry-specific regulations (e.g., banking, healthcare, e-commerce).
• Multilingual skills (if serving international customers).
• High school diploma or equivalent (required).
• Degree in Business, Communications, or related field (a plus).