Call Centre Service Officer

Key Responsibilities:

• Answers calls and responds to emails 
• Handles customer inquiries via telephone and by email 
• Researches required information using available resources 
• Manages and resolves customer complaints 
• Provides customers with product and service information 
• Enters new customer information into database 
• Updates existing customer information 
• Processes orders, forms and applications 
• Identifies and escalates priority issues 
• Routes calls to appropriate resource personnel 
• Pursues customers’ calls where necessary 
• Produces call reports 

Other Responsibilities 

• Maintains confidentiality, discipline, and work ethic. 
• Performs other related duties assigned from time to time by the Supervisor, Manager, or Director. 

Required Skills/Competencies

The post-holder will be able to demonstrate: 

• Excellent oral and written communication skills 
• Good organizational skills and attention to details 
• Good judgment and problem solving skills 
• Ability to work in a team environment 
• Ability to tolerate stress 
• Sound work ethics 
• Resilience 
• Proficient in relevant computer applications 
• Good data entry and typing skills 

Minimum Required Qualifications and Experience:

• 5 CXC subjects including English and a numeric subject 
• Certificate in either Paralegal Studies, Business Administration, Marketing, Psychology or a related field 
• One year’s experience in a Call Centre or Customer Service environment

We appreciate all responses, but only shortlisted applicants will be contacted.