Customer Service Officer

Purpose of the position
To oversee and support the Call Centre Operators' daily activities while managing broader customer service functions — ensuring service quality, complaint resolution, and strong coordination between customers, distributors, and internal teams to drive sales volume and customer satisfaction.

Result areas & responsibilities

Team Supervision & Call Centre Oversight

• Supervise, coach, and monitor daily performance of Call Centre Operators.
• Review call logs, order records, and customer feedback for accuracy and completeness.
• Ensure operators meet daily/weekly sales and service targets; flag and address shortfalls.
• Handle escalated calls and complaints that operators cannot resolve.
• Conduct regular quality checks (call monitoring, order accuracy spot-checks).

Customer Service Management

• Own end-to-end resolution of escalated customer complaints, ensuring timely closure.
• Ensure consistent, accurate communication of product availability, pricing, promotions, and delivery schedules across the team.
• Develop and update customer service standards/scripts for the call centre team.

Settlement & Payments

• Ensure accurate and timely settlement of customer and distributor accounts, verifying that payments received match invoiced amounts, delivered orders, and applicable discounts, returns, or credit notes.
• Follow up proactively on outstanding balances and unsettled transactions, escalating unresolved cases to the supervisor or finance team.

Reporting & Documentation

• Consolidate and review daily call logs, order reports, and customer feedback from operators.
• Prepare weekly and monthly customer service performance reports (call volume, resolution rate, order accuracy, target achievement) for management.
• Maintain and audit the customer database and contact lists for accuracy.

Track recurring complaint themes and report trends/insights to management.