CUSTOMER SERVICE OFFICER [PPZ-001-03]

Key Responsibilities:

• Manage client enquiries via phone, email, web chat, and in person — delivering accurate, timely, and genuinely helpful responses that leave every client feeling valued
• Receive, log, and investigate customer complaints with diligence and fairness — providing effective resolutions and following up personally to confirm complete satisfaction
• Assess product and service issues, apply company policies intelligently, and coordinate swiftly with internal departments to resolve problems before they escalate
• Build deep, long-term client loyalty by proactively reaching out to share updates, introduce new offerings, and consistently strengthen professional relationships
• Maintain accurate and up-to-date customer records and interaction logs in the CRM system — ensuring no detail is ever missed or overlooked
• Escalate complex and sensitive issues to the appropriate teams with clear, complete context and the right level of urgency every single time
• Partner with internal teams to identify recurring service gaps and champion practical, customer-first improvements that continuously raise service standards
• Represent the organisation with genuine warmth, unwavering professionalism, and a deep personal commitment to service excellence at every single touchpoint

Requirements:

• Minimum Diploma and above
• Exceptional communication and active listening skills with a sincere passion for delivering outstanding customer experiences
• Patient, calm under pressure, and solutions-focused when handling difficult, complex, or emotionally sensitive customer situations
• Familiar with CRM systems and proficient in maintaining accurate customer service documentation and interaction logs
• Able to multitask confidently and adapt quickly in a high-volume, fast-paced, client-facing service environment

EA License Number: 22C1278

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