Customer Service Officer at Food Concepts Plc

Job Purpose

• To Ensure customer satisfaction and provide professional customer support.

Core Responsibilities and Key Result Areas

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Keep records of customer interactions, process customer accounts and file documents.
• Ensure compliance with any and all requirements defined/established by Government Regulatory agencies who have an over-sight responsibility of the Department’s activities.

Key Performance Indicators

• First Response Time
• Average Resolution Time
• Customer Retention Rate
• Quality of the internal administrative processes/procedures

Knowledge Requirements

• Knowledge of Customer Service procedures and processes in line with industry best standards
• Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
• Knowledge of CRM software
• Knowledge of Health & Safety Regulation
• Demonstrates good interpersonal and communications skills

Job Specifications

• Minimum of BSc. /HND required
• Membership of ICSN or any other related professional degree is an added advantage.
• Minimum of 1- 3 years’ experience in a similar role is required

Decision Expectations

• Ensure all customer queries and requests are attended to
• Monitors compliance with all rules and regulations in the organization as regards safety and facility utilization