Customer Service Officer (Project Management) at IO Furniture

Reports To

Manager, Customer service

Key Summary of the Job

Ensure excellent end to end project management, from order placement to delivery of all projects.

Core working relationships

• Interior design team
• Technical team
• Logistics/Procurement team
• Finance team

Task Complexities

• Work closely with the sales team to ensure that the company’s revenue target is achieved
• Assist clients in placing their furniture orders 
• Respond to and proactively resolve all clients’ concerns and complaints relating to furniture orders, deliveries and installation and any other aspects of our services
• Accurately document all communication with the client to ensure seamless service delivery and follow through
• Effectively utilize information available and support provided, to determine appropriate action required to ensure that client is satisfied while balancing both the company’s policies and the needs of the client
• Handle customer delivery concerns such as communication of schedules, rescheduled delivery, late delivery and damages during delivery
• Conduct client surveys and improve the company’s net promoter score
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and ensure retention
• Ensure high quality service & support solutions and timely monitoring of all customer issues and drive escalation appropriately
• Ensure immediate processing of returns and refund requests

Key Job Attributes:

Generic

• The ability to Multitask
• The ability to work with a team
• Ability to work independently
• Ability to be proactive and deliver results
• Integrity/Discipline
• Excellent interpersonal skills
• Attention to details
• Possess analytic and problem solving skills
• Proficiency in the Microsoft package

Technical

Excellent communication skills and evidence of building strong relationships

Project management skills

• Able to develop strong value propositions consistent with Customer needs
• Sound knowledge of the company’s product and services         

Job Knowledge

Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.

Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services.

Education & Experience

• A Degree in Marketing communications, Social sciences or Business Administration.  
• An MBA will be an added advantage
• Minimum of 4 years’ experience in a Customer service and sales oriented role.
• Previous experience in project management will be an added advantage.