Customer Service Officer at Matrix Energy Group

Job Purpose: 

• The Customer Service Officer serves as the first point of contact for customers, providing timely and accurate information regarding product availability, pricing, quality, and delivery status. The role is responsible for ensuring efficient communication, resolving customer issues promptly, and supporting the sales and operations teams to enhance overall customer satisfaction and business performance 

 RESPONSIBILITIES AND ACCOUNTABILITIES

• Attend to customer inquiries on product availability, daily prices, and product quality.
• Complete registration and onboarding processes for new customers in line with company procedures.
• Serve as the first contact point for all customer inquiries through the designated customer care line or other approved channels.
• Provide prompt feedback to customers on payment confirmation, truck allocation, and the status or location of dispatched trucks.
• Communicate updates on depot activities such as vessel arrivals, loading delays, weekend operations, and public holiday schedules.
• Advise the haulage and sales teams daily on outstanding customer truck requests by close of business (COB).
• Ensure minor customer complaints are resolved by COB and major issues are addressed within 24 hours.
• Escalate unresolved or critical issues—such as product shortages, driver delays, or detentions—to the Terminal Sales Head and Terminal Manager.
• Maintain up-to-date customer records and ensure compliance with all KYC and internal documentation requirements.
• Provide consistent support to the sales team, serving as a backup when required to ensure smooth business operations.

JOB REQUIREMENTS

• Bachelor’s Degree or HND in any discipline.
• Minimum of 3 years of experience in petroleum marketing, downstream operations, or customer service within a related industry.
• Proven experience in managing customer relationships and resolving service issues.

Skills and Competencies:

• Strong communication and interpersonal skills.
• Excellent customer service orientation and problem-solving ability.
• High level of attention to detail, accuracy, and responsiveness.
• Strong computer literacy, including proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
• Ability to manage multiple customer requests efficiently.
• Professional demeanor with strong organizational and time management skills.