Customer Care Officer

Job description / Role

Description

ABANA Enterprises Group is looking for a dedicated Customer Care Officer to join our team.

The Customer Care Officer will be responsible for providing services to customers by responding to inquiries and following up on issues requiring attention through all communication channels. The role involves addressing ABANA’s customers’ needs, meeting their expectations, and ensuring overall satisfaction.

Additionally, the Customer Care Officer will coordinate the activities of the Customer Care Unit to ensure that customer concerns are resolved efficiently and professionally, maintaining a high level of customer satisfaction.

Duties/core responsibilities:

• Respond promptly to customer inquiries through various channels, including phone, email, live chat, and social media.
• Handle and resolve customer complaints with a high level of professionalism and empathy.
• Maintain accurate and detailed records of customer interactions, transactions, feedback, and complaints.
• Identify and assess customer needs to ensure a high level of satisfaction.
• Provide accurate information about products and services, and address any issues customers may encounter.
• Adhere to communication procedures, guidelines, and company policies.
• Collaborate effectively with internal departments (such as Sales, Technical Support, and Logistics) to ensure timely resolution of customer concerns.
• Proactively suggest improvements to enhance customer service processes and systems.
• Escalate unresolved issues to the appropriate department or supervisor when necessary.

Requirements

Education and training:

Bachelor’s degree in Marketing, Business Administration or related field.

Experience

0-2 years of working experience in related field.

Skills and attributes

• Strong verbal and written communication skills in English.
• Proficient in MS Office applications.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Problem-solving skills and analyzing customer complaints or issues to come up with recommendations useful in resolving client problems.