Customer Service Officer

Job Summary

To deliver prompt, professional, and effective support to customers by resolving routine inquiries and issues, while conducting initial investigations into more complex cases. This role ensures an excellent customer experience through accurate guidance and timely service, supporting the company’s reputation for reliability and responsiveness.

Key Responsibilities

• Take ownership of service requests escalated from the Call Center and ensure timely resolution.

• Provide clear and supportive guidance to customers on using the company’s mobile app and customer portal.

• Conduct first-level investigations for more complex issues by collecting relevant data and documentation before escalation.

• Accurately document all customer interactions, case updates, and resolutions in the CRM system to ensure proper tracking and follow-up.

Qualifications & Requirements

• Bachelor’s degree (BSc) or equivalent.

• 1–3 years’ experience in a customer service or technical support role.

• Excellent verbal and written communication skills.

• Customer-focused with strong problem-solving abilities.

• Able to grasp and explain technical information in a simple, user-friendly way.

• Proficient in the use of CRM systems and standard office software (e.g., Microsoft Office Suite).