Customer Service Officer at Owens and Xley

Key Responsibilities

• Answer calls, emails and web chat enquiries from prospective customers
• Ensure that all telephone lines are turned on by 8:30 am Monday to Friday
• Work with Operations Manager to provide delivery status updates to customers
• Create a tracking identity number for each job order
• Work with Operations Manager to provide quotations for international freight
• Provide customers with accurate information regarding the company’s services
• Receive orders, record and transmit to Operations Manager
• Return all missed calls
• Keep and maintain the staff attendance register
• Ensure compliance with set standards of customer service when conversing with clients
• Help achieve sales objectives by making telesales and utilizing upselling opportunities
• Create and update customer profile/accounts to allow for easy resolution of customer problems
• Escalate complex issues to the Operations Manager for proper resolution
• Maintain records of inquiries or complaints as well as logs of interaction with customers
• Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
• Go the extra mile to build and maintain positive trust relationship with clients
• Perform all other duties as assigned

Educational Qualification

• B.Sc or HND in English Mass Communication or any related discipline

Experience:

• 1-2+ years in a Customer Service or similar role

Skills and Abilities:

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• High proficiency in MS office suite
• Must be able to prepare management reports and correspondence
• Good knowledge of administrative and clerical processes
• Good stress and time management skills

Personal Attributes:

• Highly organized and detailed
• Passion for people
• Loves to talk and socialize
• Has high energy levels
• Attention to detail