Customer Service Officer

Customer Support Respond promptly to customer inquiries via phone, email, and other communication channels. Provide accurate information about products, services and company policies Assist customers in resolving issues, complaints or service requests in a professional manner. Answering inbound calls Handling a high volume of calls professionally and efficiently, often within a fast-paced environment Offering additional items, upgrades or promotions to increase the order value based on customer needs Order Processing Process and manage sales orders and invoices accurately to ensure timely delivery and billing Provide daily support for sales operations to facilitate seamless transaction processing Ensure all orders are entered into the system correctly and follow up on order status when required Recording detailed customer requests (what they want, quantity, delivery instructions) into ERP system, ensuring 100% accuracy Issue Resolution Investigate and resolve customer complaints or service issues. Escalate complex matters to the relevant department when necessary. Customer Relationship Management Maintain good relationships with customers by providing excellent service Follow up with customers to ensure their issues have been resolved satisfactorily Documentation and Record Keeping Maintain proper records of customer interactions, transactions and feedback Update customer information in the system as required Co-ordination with internal departments Liaise with sales, logistics, warehouse and other departments to ensure smooth order fulfilment and delivery Co-ordinate with internal teams to resolve customer-related matters Administrative Support Prepare reports, documentation and customer correspondence when required Support general administrative duties related to customer service operations Execute ad duties as assigned Service Improvement Gather customer feedback and report recurring issues. Suggest improvements to enhance customer satisfaction and service efficiency