Customer Service Officer

Job Summary

The Customer Service Officer will support the company’s daily operations by providing professional and responsive customer service to prospective and existing clients. The role involves responding to inquiries through WhatsApp, telephone, and other communication channels, providing accurate information about available properties and services, coordinating property viewings, and following up with potential customers. The successful candidate will help maintain accurate customer records, resolve routine customer concerns, and support the company’s customer relationship management activities to ensure a positive customer experience.

Key Duties and Responsibilities

• Customer Communication: Respond to customer inquiries received through WhatsApp, telephone, and other communication channels promptly and professionally.
• Property Information: Provide accurate and up-to-date information about the company’s properties, services, available listings, and related offerings.
• Property Viewing Coordination: Assist customers with property inquiries, arrange viewing appointments, and communicate relevant details to clients and colleagues.
• Customer Follow-Up: Follow up with prospective and existing clients to address questions, provide updates, and support the customer engagement process.
• Customer Record Management: Maintain accurate customer records and update relevant information in the company’s systems.
• Internal Coordination: Coordinate with colleagues and other departments to respond to customer requests, resolve concerns, and ensure smooth service delivery.
• Complaint Handling: Handle customer complaints professionally, resolve routine issues where possible, and refer complex concerns to the appropriate manager.
• Reporting and Documentation: Prepare basic reports and maintain organized records using Microsoft Excel and other office tools.
• Customer Relationship Management: Support activities aimed at building positive relationships with clients and improving customer satisfaction.
• Other Duties: Perform other related responsibilities assigned by the manager.

Required Skills and Competencies

• Good verbal and written communication skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Basic computer skills, including proficiency in Microsoft Excel and other standard office applications.
• Familiarity with customer relationship management (CRM) systems is an advantage.
• Ability to organize tasks, maintain accurate records, and follow up on customer requests promptly.
• Strong problem-solving skills and the ability to handle customer concerns professionally.
• Ability to coordinate effectively with colleagues and work collaboratively as part of a team.
• Professional attitude, reliability, attention to detail, and willingness to learn.
• Ability to manage multiple inquiries and prioritize tasks in a busy work environment.

Educational Qualifications

• Education: Diploma or Degree in Business Administration, Marketing, Management, Real Estate, or a related field. Candidates with practical ability may also be considered.
• Experience: No prior work experience required. Fresh graduates are encouraged to apply.

Performance Indicators

• Timely, accurate, and professional responses to customer inquiries.
• Customer satisfaction and the overall quality of service provided.
• Accuracy, completeness, and timely updating of customer records.
• Consistent and effective follow-up with prospective and existing customers.
• Effective coordination of property inquiries and viewing arrangements.
• Professional handling and timely escalation of customer complaints.
• Completion of assigned tasks, documentation, and reports within established deadlines.