Customer Service Officer

Job Responsibilities:

• Handling incoming calls from customers and resolving their queries within the defined time frame.
• Coordinating with hubs to ensure timely resolution of customer queries and complaints.
• Investigating service problems by understanding the customer's complaint, determining the root cause, and providing the best solution.
• Following up with customers to ensure satisfactory resolution of their issues.
• Handling regulatory complaints in accordance with company policies.
• Managing customer care email accounts and responding to queries/complaints within the specified turnaround time.
• Taking proactive measures to resolve customer issues promptly.
• Adhering to company procedures, guidelines, and policies at all times.
• Demonstrating strong teamwork and collaboration with colleagues.
• Call back on missed calls promptly and efficiently.
• Providing accurate, valid, and complete information to customers using appropriate methods and tools.
• Possessing basic knowledge of computer applications, including Microsoft Excel.

Key Competencies:

• Communication skills
• Self-motivation
• Adaptability
• Problem solving
• Teamwork

Note: Strong oral and written communication skills are essential for this role.