Customer Service Officer (CSO) at Smart Partners

Job Summary

• The Customer Service Officer will serve as the first point of contact for customers, ensuring excellent service delivery, prompt resolution of complaints, and a positive customer experience across the outlet.

Key Responsibilities

• Welcome and attend to customers professionally and promptly.
• Provide accurate information about products, services, prices, and promotions.
• Process customer orders and ensure accurate and timely service.
• Handle customer enquiries, complaints, feedback, and requests professionally.
• Resolve customer issues within approved procedures and escalate complex matters when necessary.
• Maintain accurate records of customer complaints, feedback, and resolutions.
• Coordinate with outlet and operations teams to ensure seamless customer service.
• Follow up on customer concerns to ensure satisfactory resolution.
• Promote products and services where appropriate.
• Maintain a clean, organised, and customer-friendly service environment.
• Support customer satisfaction initiatives and contribute to achieving outlet service targets.

Requirements & Qualifications

• HND / B.Sc. in Business Administration, Marketing, Mass Communication, or a related field.
• 3–4 years of experience in customer service, hospitality, retail, FMCG, or a similar environment.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Customer-focused, patient, courteous, and professional.
• Ability to work under pressure and manage multiple customers effectively.
• Basic computer proficiency.
• Willingness to work shifts, weekends, and public holidays when required.