Customer Service Officer

### Main Duties, Roles and Responsibilities A Customer Service Officer role reporting to the Customer Experience Manager typically focuses on ensuring excellent customer interactions, handling inquiries, resolving issues, and improving overall customer satisfaction. #### 1. Customer Interaction & Support - Serve as the first point of contact for customers via phone, email, chat, digital platforms or in-person. - Provide accurate information about products, services, and company policies. - Handle customer inquiries, complaints, and requests in a professional manner. - Escalate complex issues to the Customer Experience Manager or relevant departments. #### 2. Order & Service Management - Process customer refunds, exchanges, and orders efficiently. - Track and follow up on service requests and ensure timely resolution. - Coordinate with logistics, sales, and technical teams to fulfill customer needs. #### 3. Customer Satisfaction & Experience Improvement - Gather customer feedback and report trends or recurring issues. - Proactively suggest process improvements to enhance customer experience. - Maintain a positive and empathetic approach when dealing with customers. #### 4. Documentation & Reporting - Maintain accurate records of customer interactions and transactions. - Prepare reports on customer service performance and key issues. - Assist in compiling customer feedback for analysis by the Customer Experience Manager. #### 5. Training & Compliance - Stay updated on company products, policies, and service protocols. - Ensure compliance with company guidelines and industry standards. - Participate in training sessions to improve customer service skills. ### Professional Experience - Minimum 2 years in a similar position of customer service/relations. - Experience in similar industry. - PC skills: good command of Outlook and Excel. - Course in customer service or sales will be considered an advantage. ### Skills and Qualifications - Excellent customer service and interpersonal skills. - Attention to detail and good planning skills. - Negotiation skills and ability to have difficult conversations. - Problem solver with the ability to reach win-win solutions. - Hardworking, well-disciplined, self-motivated, and positive attitude. - Able to work with minimal supervision, agile, and flexible. - Fast learner and goal-oriented. - Ability to work with PC and Computerized Systems. - Ability to work in a fast-paced retail environment is desirable. - Can work overtime, weekends, and retail hours when required.