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.
• Contribute to improving customer service processes and communication systems for enhanced client satisfaction

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.