Customer Service Officer

Skills
Excellent communication and interpersonal skills Customer service and relationship management Basic sales and business development skills Lead generation and follow-up Persuasion and negotiation Problem-solving and complaint handling Active listening and customer empathy Good organizational and time-management skills Ability to multitask and work under pressure Proactive, accountable, and target-oriented

Job Description

The Customer Service Officer is responsible for providing excellent customer support, responding to enquiries, resolving complaints, and ensuring a positive customer experience. The role also requires basic business development and sales proficiency, including identifying customer needs, promoting relevant products/services, generating leads, and supporting sales conversion.

Key Responsibilities

  • Respond to customer enquiries through phone, email, WhatsApp, and other channels.
  • Handle and resolve customer complaints professionally and promptly.
  • Provide accurate information about company products and services.
  • Follow up on customer requests and ensure timely resolution.
  • Identify customer needs and recommend suitable products or services.
  • Identify potential sales opportunities from customer interactions and enquiries.
  • Generate and follow up on leads to support business growth.
  • Promote company products/services and support upselling or cross-selling opportunities.
  • Maintain accurate records of customer interactions, leads, and complaints.
  • Follow up with customers to ensure satisfaction and encourage retention.
  • Escalate complex issues to the appropriate department or Management.
  • Support the achievement of customer service and sales-related targets.

Job Requirement

Qualifications & Experience

  • OND, HND, or Bachelor's Degree in any relevant field.
  • 1–3 years' experience in Customer Service, Sales, Business Development, or a related role.
  • Experience in selling or promoting products/services is an advantage.
  • Proficiency in Microsoft Office and digital communication tools.
Key Performance Indicators (KPIs)
  • Customer Response Time: Respond to enquiries promptly and within company standards.
  • Issue Resolution Rate: Resolve at least 90% of routine customer issues within the required timeframe.
  • Customer Satisfaction: Maintain positive customer feedback and satisfaction ratings.
  • Follow-Up Completion: Ensure 100% of outstanding customer issues and qualified leads are properly followed up.
  • First Contact Resolution: Resolve customer issues at the first point of contact where possible.
  • Lead Generation: Generate and qualify potential leads from customer interactions and other assigned channels.
  • Lead Conversion: Support the conversion of qualified leads into customers.
  • Product/Service Promotion: Identify and act on relevant upselling and cross-selling opportunities.
  • Complaint Resolution Time: Resolve complaints within the established turnaround time.
  • Record Accuracy: Maintain complete and accurate customer and lead records.
  • Service Quality: Maintain professional, courteous, and accurate communication with customers.