Customer Service Officer

Roles and Responsibilities

Handle enquiries and provide positive omnichannel experience to public via call email chat bots and any social media messaging platform.

Communicate with customers through various channels professionally and meet the required service level agreements.

Provide accurate personalised and anticipatory service with complete resolution.

Take necessary action to provide first contact resolution within the required response time.

Ensure customers issues are resolved follow up with customers via call and email where necessary

Log all details of engagements with customers in the CRM and track these cases till closure .

Work as a team to ensure that the contact centre service level is met

Handle any other administrative functions as assigned by Team Leads / Manager

To attend briefings/trainings conducted by Team lead / clients or Managers

Requirements

Have obtained a diploma with good command of language or NITEC/Higher NITEC qualification with prior experience in customer service.

Candidate with prior experience in customer service preferred

Good command of English (written and spoken)

Highly disciplined and meticulous

Analytical with good problemsolving skills

Organised Selfmotivated Positive attitude and Resultoriented

IT savvy with good working knowledge of Microsoft Office

Strong phone and verbal communication skills along with active listening.

Empathetic and customeroriented with a passion for service excellence

Ability to multitask

Remote Work :

No