Customer Service Officer

Responsibilities:
Customer Relations:

• Welcome and attend to customers professionally, both in person and through phone calls, WhatsApp, email, and social media.
• Answer customer inquiries about laundry services, prices, and turnaround times.
• Build and maintain strong relationships with customers.

Order Processing:

• Receive and record customers’ laundry orders accurately.
• Prepare invoices and receipts.
• Ensure garments are properly tagged and documented to avoid losses.
  

Pickup and Delivery Coordination:

• Schedule and coordinate pickup and delivery services.
• Follow up with drivers and operations staff to ensure timely delivery.
• Inform customers of any delays or changes.
  

Complaint Handling:

• Receive and resolve customer complaints regarding delays, damaged items, or lost garments.
• Escalate complex issues to management when necessary.
• Follow up to ensure customers are satisfied with the resolution.

Customer Retention:

• Follow up with existing customers after service delivery.
• Contact inactive customers and encourage them to use the company’s services again.
• Maintain a database of customers and their preferences.
  

Sales and Promotion:

• Inform customers about promotions, discounts, and new services.
• Encourage customers to use additional services such as dry cleaning, express service, or home delivery.
• Help generate repeat business and referrals.
  

Record Keeping and Reporting:

• Maintain accurate customer records and service logs.
• Prepare daily, weekly, and monthly reports on customer complaints, feedback, and service performance.
  

Requirements:

• HND in business administration, marketing, or a related field.
• Previous experience in customer service is an advantage.
• Good computer skills and knowledge of Microsoft Office and WhatsApp Business.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities
• Good organizational and time-management skills.
• Ability to work under pressure.
• Attention to detail and accuracy
• Positive attitude and professionalism.

Key Performance Indicators (KPIs):

• Customer satisfaction rating of 90% or above.
• Respond to customer inquiries within 5–10 minutes during business hours.
• Resolve complaints within 24 hours.
• Increase customer retention and repeat business.
• Maintain accurate order records with minimal errors.