Customer Service Officer

Job Responsibilities:

• Handle inbound and outbound calls from existing and prospective customers, ensuring all interactions are professional and customer-focused.
• Manage non-voice tasks such as emails, secure messages, and manual letters with accuracy and timeliness.
• Demonstrate comprehensive knowledge of company products and services to resolve customer queries effectively.
• Follow up on customer requests to ensure completion and satisfaction.
• Escalate unresolved issues or special cases to the appropriate department for further action.
• Maintain clear communication with colleagues and line managers to support smooth operations.
• Ensure adherence to timelines, schedules, and compliance standards at all times.
• Participate in all mandatory training sessions and maintain 100% attendance.
• Support team goals through collaboration and by accomplishing related tasks as required.
• Provide coaching and knowledge sharing to new or existing team members.
• Report any complaints, potential fraud, policy breaches, or health and safety concerns to the line manager immediately.
• Demonstrate consistent adherence to company values, policies, and behavioural expectations.