Customer Service Officer

Responsibilities :

• Respond to customer inquiries, complaints, suggestions and commendations received via phone.
• Deliver high‑quality service by providing accurate information, offering appropriate solutions and maintaining positive customer relationships to enhance overall satisfaction.
• Identify customer needs and relay feedback to relevant departments while ensuring timely and accurate data entry.
• Monitor quality assurance scores, satisfaction metrics, response time, enquiry types, conversion rates and customer feedback to ensure service standards are met.
• Compile and prepare monthly customer service performance reports, highlighting customer insights, recurring issues and areas for improvement.
• Identify frequently asked questions and recommend process or service enhancements to improve efficiency.
• Collaborate closely with sales, aftersales and management teams to ensure smooth information flow and consistent customer experience.
• Escalate urgent issues or critical customer complaints to the appropriate teams promptly.

Requirements :

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industry

Motor Vehicle Parts Manufacturing

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