Customer Service Officer at Distritech Distribution Limited

Position Overview

• The Customer Service Officeracts as a primary point of contact for customers, ensuring that their inquiries are addressed, complaints are resolved, and overall satisfaction is achieved.
• This role involves handling various customer interactions, maintaining accurate records, and contributing to the organization's customer-centric culture.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or in-person interactions.
• Provide accurate information about products, services, policies, and procedures.
• Assist customers in placing orders, tracking shipments, processing returns, and addressing account-related issues.

Complaint Resolution:

• Handle and resolve customer complaints in a calm and efficient manner.
• Escalate complex or unresolved issues to the appropriate department or manager.
• Follow up on customer concerns to ensure satisfaction and closure.

Record Keeping:

• Maintain detailed records of customer interactions and transactions in the customer relationship management (CRM) system.
• Generate reports on recurring issues and feedback for process improvement.

Customer Engagement:

• Build positive relationships with customers by demonstrating empathy and understanding.
• Proactively offer solutions and make product or service recommendations based on customer needs.

Process Improvement:

• Identify opportunities to improve customer service processes and contribute suggestions for enhanced efficiency.
• Stay updated on industry trends, company updates, and new products/services.

Collaboration:

• Work closely with other departments, such as sales, marketing, and technical support, to address customer needs.
• Participate in team meetings, training sessions, and initiatives to improve service delivery.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT):Achieve a minimum score of 40% consistently.
• First Contact Resolution (FCR):Resolve 60% of inquiries on the first contact.
• Average Response Time:Maintain an average response time of 20 minutes or less.
• Complaint Resolution Time:Resolve customer complaints within 24 hours/days.
• Customer Retention Rate:Contribute to maintaining at least 50% annual customer retention.

Qualifications and Skills

• Educational Background: Minimum of a high school diploma; a bachelor’s degree in a related field is an advantage.
• Experience: Prior experience in customer service or a similar role is preferred but not mandatory.

Skills:

• Excellent communication skills (verbal and written).
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM systems, Microsoft Office, and other relevant tools.
• Ability to multitask, prioritize, and manage time effectively.

Personal Attributes:

• Empathy, patience, and a customer-focused mindset.
• Positive attitude and adaptability in a fast-paced environment.
• Attention to detail and a proactive approach to handling tasks.