Customer Service Officer

COMPANY: CLEENOL MIDDLE EAST GENERAL TRADING

PURPOSE:

The purpose of the customer service designation is to ensure exceptional customer satisfaction by addressing inquiries, resolving issues, and providing support to clients. This role plays a crucial part in maintaining positive relationships with customers and promoting the company’s services.

QUALIFICATION :

• Bachelor degree or equivalent.
• Proven experience in a customer service role.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in using customer service software and Microsoft Office Suite, accounting & operations softwares.
• Excellent comprehension skills & Communication skills (written & Verbal).
• Ability to work collaboratively in a fast-paced environment.

KEY RESPONSIBILITIES:

• Attends to all sales enquiries via all means of communications; the main point of contact for all sales/service enquiry-related.
• Prepare sales Quotations, sales proposals and supply agreement.
• Plans, coordinates and schedules contractual services according to agreement with both the operations team & the client.
• Monitors & documents the process of service execution.
• Customer Interaction: Engage with customers via phone, email, or in-person to address inquiries, provide information about services, and resolve complaints or issues.
• Order Processing: Manage service requests, schedule appointments, and coordinate with the operations team to ensure timely delivery of services.
• Complaint Resolution: Investigate and resolve customer complaints promptly and professionally, aiming to achieve a high level of customer satisfaction.
• Documentation: Maintain accurate records of customer interactions and transactions using the company’s CRM system.
• Feedback Collection: Gather feedback from customers to identify areas for improvement and relay this information to the management team.
• Cross-functional Collaboration: Collaborate with other departments such as operations, sales, and marketing to ensure seamless service delivery and consistent messaging.

OTHER SCOPE & SKILLS:

• Empathy: Ability to understand and empathize with customers’ concerns while maintaining a professional demeanor.
• Time Management: Efficiently manage multiple tasks while prioritizing urgent matters.
• Service Knowledge: Acquire a comprehensive understanding of the company’s cleaning and environmental services to effectively address customer queries.
• Conflict Resolution: Skill in de-escalating tense situations and finding amicable solutions for both the company and the customer.