Customer Service Officer

Responsibilities:

• Respond promptly to all client enquiries via phone, WhatsApp, and email, and resolve or escalate issues as appropriate.
• Receive, verify, process, and acknowledge customer orders.
• Coordinate and maintain concrete pour schedules, confirm appointments with clients, and communicate updates to the Dispatch team.
• Manage customer complaints by recording, escalating, tracking, and following up on resolutions.
• Maintain accurate customer, project, and communication records in the CRM/database.
• Prepare quotations, sales documents, and provide administrative support to the Sales team.
• Produce daily and weekly reports on orders, schedules, enquiries, complaints, and customer feedback.
• Conduct post-delivery follow-ups to measure customer satisfaction and escalate any service concerns.
• Collaborate with Sales, Dispatch, and Operations teams to ensure seamless order fulfillment and an excellent customer experience.

Requirements:

• Minimum qualification of BSC
• 2 years of previous experience in a similar role

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Exceptional organizational and scheduling skills.
• Close attention to detail and accuracy.
• Ability to multitask and work under pressure.
• Strong problem-solving and conflict-resolution skills.
• Good time management and prioritization abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience using CRM or customer management systems is an advantage.
• Ability to work collaboratively with Sales, Dispatch, Operations, and Production teams.