Client Service Officer at Elvaridah

Job Purpose

• The Client Service Officer will be responsible for receiving, managing and following up on client requests, enquiries and concerns, ensuring clients receive timely responses and a positive service experience. The role will also provide administrative support to the Admin & Operations Executive as required.

Key Responsibilities

Client Service

• Receive and respond to client enquiries, requests and complaints through phone, WhatsApp, email and other communication channels.
• Understand client needs and provide accurate information or direct requests to the appropriate team.
• Follow up on outstanding client requests to ensure timely resolution.
• Maintain proper records of client enquiries, requests and complaints.
• Escalate complex or unresolved issues to the Admin & Operations Executive.
• Keep clients updated on the progress of their requests.
• Follow up with clients after service delivery to obtain feedback and ensure satisfaction.
• Maintain professional and courteous communication with all clients.
• Support the use of CRM tools to record and track client interactions.

Administrative Support

• Work closely with the Admin & Operations Executive on assigned administrative duties.
• Assist with preparing documents, reports, records and correspondence.
• Support the coordination of meetings, schedules and other administrative activities.
• Assist with maintaining proper office and client records.
• Support general office coordination and other administrative tasks as assigned.

Required Skills & Competencies

• Good communication and interpersonal skills.
• Strong customer service orientation.
• Good follow-up and organizational skills.
• Ability to handle complaints professionally.
• Attention to detail.
• Ability to multitask and prioritize.
• Proficiency in Microsoft Office/Google Workspace.
• Familiarity with CRM tools is an advantage.
• Ability to work effectively with the Admin & Operations Executive and other teams.