Customer Care Officer at Reliable Steel & Plastic Ind. Ltd.

Reports To: National Sales Coordinator 

Job Overview:

The Customer Care Officer is responsible for providing exceptional service to customers by addressing their inquiries, resolving issues, and ensuring customer satisfaction. This role requires strong communication skills, problem-solving abilities, and a commitment to ensuring a positive experience for every customer.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries via phone, email, live chat, or in person in a timely and professional manner.
• Provide accurate information regarding products, services, and company policies.
• Address and resolve customer complaints, ensuring they are handled effectively and efficiently.

Issue Resolution:

• Troubleshoot customer issues, offer solutions, and escalate complex matters to higher-level management if necessary.
• Ensure that follow-up actions are completed and that the customer is fully satisfied with the resolution.

Order and Account Management:

• Assist customers with placing orders, tracking shipments, and managing returns or exchanges.
• Maintain accurate records of customer interactions, transactions, and complaints in the CRM system.
• Update and manage customer accounts as necessary.

Customer Education:

• Provide customers with clear instructions on how to use products or services.
• Guide customers through self-service options (e.g., online portals, FAQs) and help them navigate the company\'s website.

Feedback and Reporting:

• Collect feedback from customers about their experience and report trends or recurring issues to management.
• Identify areas for improvement in customer care processes and suggest enhancements.

Collaboration with Other Departments:

• Work closely with sales, marketing, and product teams to ensure customer needs are met and issues are resolved promptly.
• Share customer feedback with relevant teams to contribute to continuous improvement in products and services.

Customer Retention:

• Foster positive relationships with customers to ensure loyalty and retention.
• Promote company products or services through friendly and helpful conversations when appropriate.

Skills and Qualifications:

• Bachelor’s degree in Business Administration, Mass Communication, Linguistics or related field preferred).
• Proven experience in customer service, customer support, or a similar role.
• Excellent verbal and written communication skills especially Hausa.
• Strong problem-solving abilities and patience in dealing with difficult situations.
• Proficiency in customer service software Microsoft Office Suite.
• Ability to work effectively both independently and as part of a team.
• A positive attitude with a focus on providing great customer experiences.
• Only Males Candidates who are Fluent in Speaking Hausa will be considered for this role.

Physical Requirements:

• Ability to sit or stand for extended periods when handling customer inquiries.
• Availability to work flexible hours, including weekends or holidays if necessary.