Customer Service Officer

Job
Summary

The Customer Service
Officer is responsible for delivering front-line support to
customers through phone and email channels. This role focuses on
handling enquiries, resolving complaints, and ensuring a high
standard of customer experience in line with service level
expectations. The role requires strong communication skills,
problem-solving ability, and close coordination with internal teams
to ensure timely and effective resolution of customer
issues.

Key
Responsibilities

• Provide
  first-level support via phone and email, ensuring all enquiries are
  handled within established service level and turnaround time
  standards.
• Identify customer needs, manage
  enquiries and complaints, and resolve issues in a timely and
  professional manner.
• Escalate unresolved cases
  to the appropriate second-level support team and ensure proper
  follow-through unt...