Call Center Officer - Call Center

Job description

Job Purpose

To provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.

Key Responsibilities

Handle incoming customer calls and respond promptly to inquiries regarding orders, products, store locations, and promotions. Process customer orders, returns, and exchanges accurately in the system. Record all customer interactions and feedback in the CRM system for tracking and reporting. Resolve customer complaints professionally and escalate complex cases to the supervisor when necessary. Follow up on pending cases to ensure timely resolution and customer satisfaction.

Support online and in-store operations through coordination with retail branches, delivery teams, and logistics. Maintain up-to-date knowledge of products, policies, and ongoing promotions. Contribute to meeting call center KPIs such as response time, first-call resolution, and customer satisfaction scores. Participate in regular team meetings and training sessions to enhance service quality.