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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
2
Professionals
Sub-Major Group
24
Business and Administration Professionals
Minor Group
243
Sales, Marketing and Public Relations Professionals
Unit Group
2432
Public Relations Professionals
Minor Unit Group
MASCO Code
2432-03
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Customer Service Officer manages interactions with customers and visitors, serving as the primary point of contact across multiple channels. The role encompasses handling inquiries, resolving complaints, processing transactions, promoting products or services, and coordinating front-office operations to ensure smooth communication and a positive experience. The officer also gathers and relays customer feedback to support service improvements and internal team objectives.
Tasks
Respond to customer and visitor inquiries and provide assistance through phone, email, in-person, and other communication channels.
Resolve customer issues and complaints promptly and professionally.
Assist customers with orders, deliveries, returns, transactions, and after-sales service.
Maintain and update records of customer interactions and service activities.
Collaborate with internal departments to support customer service delivery and improve the customer experience.
Prepare and submit reports based on customer feedback and service performance to support service improvements.
Ensure adherence to company policies, service standards, and operational procedures.
Skills
Basic
Ability to manage multiple tasks efficiently and work effectively under stress.
Active listening and attention to detail to ensure accurate communication and service.
Friendly and empathetic attitude with effective interpersonal skills.
Proficiency in basic computer applications, including Microsoft Office.
Strong verbal and written communication skills in widely used languages.
Specific
Ability to coordinate with internal departments to support smooth customer service operations.
Ability to handle and resolve customer inquiries and complaints, including follow-up actions.
Ability to manage high volumes of customer interactions across multiple communication channels effectively.
Competency in service reporting and compliance with customer service procedures and standards.
Competency in using telephone, email, digital, and other customer communication channels.
Knowledge in industry-specific procedures, products, and administrative processes related to customer service.
Proficiency in customer relationship management tools and office management systems.
Proficiency in relevant languages for effective customer communication.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
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