Customer Satisfaction Centre Officer at DSL Pharma

Job Summary

The Customer Satisfaction Centre Officer is responsible for managing and resolving customer inquiries, complaints, and feedback professionally and efficiently.

This role involves interacting with customers through various channels, including phone, email, and live chat, to ensure their concerns are addressed promptly and to their satisfaction.

The Officer will work closely with other departments to resolve issues and improve overall customer satisfaction.

Responsibilities

• Respond to customer inquiries, complaints, and feedback via phone, email, and live chat in a timely and professional manner.
• Identify, investigate, and resolve customer issues, ensuring that solutions are provided promptly and effectively.
• Gather and analyze customer feedback to identify trends and areas for improvement in products, services, and processes.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions using the company's CRM system.
• Work closely with other departments, such as Sales, Marketing, and Product Development, to address customer concerns and improve overall customer experience.
• Prepare and submit regular reports on customer satisfaction metrics, issues resolved, and areas for improvement to the Customer Satisfaction Centre Manager.
• Participate in training sessions and team meetings to stay updated on product knowledge, customer service techniques, and company policies.
• Adhere to company policies and procedures, ensuring compliance with all relevant regulations and standards.
• Ensure strict adherence to the shift schedule to maintain consistent and reliable customer service.
• 3CX VOICE Solution Softphone: Attend to customers' calls via the 3CX VOICE solution softphone using the company's standard procedures.
• Close loop on all open tickets/complaints tracker by ensuring prompt follow-up within 24-48 hours.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site, or using the products or services.
• Collaborate with other call center professionals to improve customer service.
• Assist in training new employees and inform them about the company’s customer management policies.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Customer Service, or a related field.
• Candidate should have experience in the poultry agricultural sector
• Minimum of 2 years of experience in customer service or a similar role.
• Professional certifications in Customer Service Management or related fields are a plus.
• Proficiency in using CRM systems and customer service software.
• Familiarity with 3CX VOICE solution softphone is advantageous.
• Excellent verbal and written communication skills with a strong ability to convey information clearly and effectively.
• Strong analytical skills with the ability to identify issues, analyze data, and develop effective solutions.
• Demonstrated ability to handle difficult customers with patience and professionalism.
• Ability to manage multiple tasks and priorities effectively in a fast-paced environment.
• Strong attention to detail and organizational abilities to maintain accurate records and documentation.

Personal Attributes:

• Empathetic and customer-oriented mindset.
• Positive attitude and a strong desire to help customers.
• Ability to work independently and as part of a team.
• Proactive and willing to take initiative.