Customer Service Officer at Sinoma Cargo International Nigeria Limited

Customer service officers act as the face of a company and directly work with customers to answer their questions or provide additional support where needed. They work in every industry that has a customer pool. This is an entry-level position that doesn’t typically require any formal education. Candidates who work well with people while employing excellent interpersonal communication skills are good fits for this role. 

Answer Customer Questions

Customer service officers are mainly responsible for answering customer questions through a variety of means, such as online chats, email, or phone calls. When a customer contacts a company, customer service officers are usually their first point of contact. They answer any questions the customer may have and then redirect them to the appropriate team or department.

Escalate Customer Issues

If customers call a company with product or service issues, the customer service officer helps escalate those problems to the appropriate support teams. They may also help resolve simple problems so the customer doesn’t need to be transferred to a different team, which often decreases customer satisfaction.

Provide General Customer Support

Customer service officers also provide general customer support. This can vary depending on the specific position but often includes helping customers who come into the company office or customers who don’t know which team to contact.

Update Customer Records

Most companies keep detailed customer records, and customer service officers are often responsible for updating customer records after each interaction with that customer. They add notes to customer records explaining what the interaction entailed and report on trends as necessary.

Assist the Sales Team

Customer service officers also assist the sales team in boosting sales and performance. This responsibility can include setting up appointments or following up with customers after their first interaction with a salesperson.

• Communication skills

  – a customer service officer’s main skill lies in their ability communicate well with customers from different backgrounds. They can quickly change their approach to the interaction based on the customer’s experiences and situations

• Customer service

  – the most successful customer service officers already have experience in the field. However, those with no formal experience should still be skilled at helping people efficiently

• Conflict management

  – customers often only call a company if they’re frustrated or experiencing a problem with a product or service, so customer service officers are skilled at de-escalation and conflict management

• Record management

  – customer service officers are skilled at managing customer records, which includes remembering the details of the interaction and any questions that require follow up

• Patience

  – customer service officers exhibit a high level of patience, especially since they often work with customers who are difficult to help