Customer Service Officer at Pinnah Foods

Job Description

• As our company continues to expand its operations, we are actively searchingfor an experiencedCustomer Service Officer to join our Brands and Marketing team.
• As theCustomer Service Officer, you will be responsible formanaging interactions, resolving issues, and ensuring that each customer experience aligns with the company’s core values.
• Reporting to the Brands and Marketing Manager, you will work closely with the marketing team to gather insights from customer feedback and contribute to the overall customer experience strategy.
• Your goal is to build strong relationships with our customers, foster loyalty, and ensure that every interaction reflects our commitment to quality and service excellence.

Responsibilities
Customer Satisfaction and Experience:

• Consistently provide high-quality service by addressing customer inquiries, resolving issues efficiently, and ensuring that customers have a positive experience.
• Regularly collect and analyze customer feedback to identify areas of improvement. Proactively make recommendations based on insights gathered to enhance customer satisfaction.
• Ensure all customer issues are resolved to the customer’s satisfaction within the company’s specified time frame (e.g., within 24 hours).
• Tailor interactions to meet the unique needs and preferences of each customer, ensuring that they feel valued and understood throughout their engagement.

Product Knowledge and Support:

• Maintain a deep understanding of the company’s products and services to effectively assist customers with their inquiries.
• Ensure customers receive accurate and up-to-date information about products, services, and policies.
• Participate in ongoing training to stay informed about new products, features, and updates, enabling you to provide the best possible support.

Issue Resolution and Problem Solving:

• Address and resolve customer complaints in a timely and professional manner, ensuring that all issues are fully resolved and customers are satisfied with the outcome.
• Identify situations that require escalation to higher-level support and follow through until a satisfactory resolution is achieved.
• Conduct root cause analysis of recurring issues to prevent future occurrences and improve overall service quality.

Compliance and Best Practices:

• Follow company policies and procedures, ensuring that all customer interactions comply with legal and regulatory requirements.
• Stay informed about industry best practices in customer service and integrate these practices into daily operations.
• Uphold the highest standards of professionalism and ethics in all customer interactions.

Customer Retention and Loyalty:

• Develop and maintain positive relationships with customers to foster loyalty and encourage repeat business.
• Engage with customers proactively to address potential concerns before they escalate and to inform them about new products or services that may be of interest.
• Promote and support customer loyalty programs, helping to identify opportunities for customer engagement and reward.

Requirements

• Minimum of a high school diploma or equivalent; a degree in Hospitality Management, Business Administration, or a related field is a plus.
• Minimum of 1-3 years’ experience in customer service, preferably in the food & beverage or QSR industry.
• Strong interpersonal and multitasking skills.
• Ability to work in a fast-paced environment and handle high-pressure situations calmly.
• Strong Analytical, Communication and Problem-Solving skills
• Ability to plan, schedule and coordinate effectively.
• Result Oriented.
• Assertiveness and tenacity.
• Ability to work with all levels of management, build partnerships and team.
• Highly organized and significant ability to multi-task effectively.
• Integrity and Professionalism.
• Strong commercial and business acumen.