Customer Service Officer at Critters Veterinary Centre

Job Summary

• The customer service officer serves as a liaising point between clients and other departments (Medical, Vet Tech, Accounts, Operations, etc.) 
• The officer is primarily saddled with ensuring smooth communication by answering calls courteously/promptly, connecting requests to appropriate units, scheduling appointments, assisting clients in product or service purchase/ordering, and ensuring prompt delivery of product or service.

Job Description

• Courteously welcome clients with necessary information communicated in a smart and polite manner.
• Schedule appointments for services requested, consult responsible departments on information pertaining to pet and communicating associated cost or process to client according to written guidelines.
• Inform clients of essential documentation required and verifying that each client/pet information is accurate and properly inputted on our software and pet passport.
• Initiate and confirm transaction payment promptly with accurate billing communicated to client.
• Reschedule pets/clients as directed by medical staff or front desk.
• Guide clients on locating the organization premises and choices of products offered per breed and age.
• Occasionally advise new pet owners on the essential products and services required for the pet.
• Maintain and project a calm professional demeanour at all times when interacting with all clients.
• Promptly advise clients on pet handling in the reception area to avoid pet attack incidents.
• Be acquainted with procedures for handling all aspects of customer complaints or disputes.
• Observing strict patient confidentiality in dealing with clients/pets.
• Observe and validate services rendered especially boarding and grooming.
• Promptly communicate to interested departments on complaints/non conformities of services rendered.
• Comply with all processes and procedures of service delivery communicated by management.
• Communicate effectively with other departments on client requests.
• Provide adequate support to colleagues on patient/client information’s.
• Communication of customer complaints with Quality Assurance Officer in a timely and accurate manner.
• Ensure 95%-100% customer satisfaction at all times.
• Occasionally conduct duties not captured in this job description for the management.

Job Requirements

• Graduate of Arts, Social Science or any other related course.
• 2 - 3 years experience as a customer service officer.
• Adequate knowledge of Microsoft Office Packages.
• Comprehensive understanding of customer service tenets.
• Adept in multi-tasking and reporting.
• Strong written and verbal communication.
• Exceptional inter-personal and teamwork personality.
• Prompt information delivery to client on arrival.
• Smart attention to details and information submitted by clients.
• Excellent reporting skills.