Customer Service / Communication Officer

Job description

Job Summary

The Customer Service / Communication Officer is responsible for delivering outstanding customer service while managing internal and external communications on behalf of the organization. The role focuses on building positive customer relationships, responding to inquiries, resolving complaints efficiently, maintaining the company’s professional image across communication channels, and supporting marketing and public relations initiatives.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, social media, WhatsApp, and in person for both the main company number and the online shop.
• Handle customer complaints and provide timely resolutions or escalate issues where necessary.
• Maintain accurate records of customer interactions, feedback, and complaints.
• Manage the organization’s communication channels, ensuring all messages are responded to within agreed timelines.
• Support the marketing team by coordinating communication campaigns and promotional activities.
• Monitor social media platforms and engage with customers in a professional manner.
• Collect and analyze customer feedback to identify opportunities for service improvement.
• Maintain a thorough understanding of the company’s products and services to provide accurate information.
• Coordinate with internal departments to ensure customer issues are resolved efficiently.
• Prepare periodic customer service and communication reports for management.
• Uphold the company’s values, confidentiality standards, and customer service policies.

Required Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Customer-focused with a positive and professional attitude.
• Excellent problem-solving and conflict-resolution skills.
• Strong organizational and time-management skills.
• Ability to multitask and work under pressure.
• High level of professionalism, integrity, and confidentiality.
• Good knowledge of social media platforms and digital communication.
• Attention to detail and accuracy.
• Ability to work independently and collaboratively within a team.

Reporting Line

Reports to the Marketing Manager

Employment Attributes

• Professional appearance and conduct.
• Strong commitment to excellent customer service.
• Ability to maintain confidentiality.
• Willingness to work flexible hours when required.
• Commitment to continuous learning and professional development.