Customer Service Officer – (Non-Technical) at Fieldbase Services Limited

Role Summary:

• This role focuses on people, process, and service quality, not hardware or technical troubleshooting. You will ensure that customers receive clear, consistent, and empathetic support while working across teams to resolve issues and improve the overall customer journey.

You will support:

• Non-technical service inquiries, billing, onboarding, and account management
• Customer engagement across phone, email, WhatsApp, and digital channels
• Continuous improvement of CX processes and workflows

Key Responsibilities

• Deliver high-quality customer support across multiple channels
• Handle non-technical inquiries, including service queries, billing questions, and account management
• Follow and improve customer experience workflows and internal processes
• Collaborate with internal teams to resolve customer issues end-to-end
• Track and contribute to CX KPIs, including response times, resolution quality, and customer satisfaction
• Maintain CRM, subscription management, and customer engagement tools
• Identify recurring issues and recommend process improvements
• Represent Fieldbase professionally and empathetically in all customer interactions

What We’re Looking For

• Excellent verbal and written communication skills; articulate and confident
• Reliable, organised, and accountable
• 2-4 years experience in customer service
• Deeply customer-obsessed, focusing on experience and service quality
• Patient, calm, and compassionate in dealing with customers
• Strong problem-solving skills and a proactive mindset
• Technology-savvy: comfortable using CRM systems, subscription/billing platforms, and customer engagement tools
• Genuine interest in people and service excellence