Customer Care Officer

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About the Role

The Customer Care Officer is responsible for delivering high-quality customer service by handling inquiries, resolving complaints, and ensuring a positive customer experience. This role requires strong communication skills, empathy, and a solution-oriented mindset to address customer concerns effectively and in a timely manner.

Roles and Responsibilities

1.Multi-Channel Complaint Management
a. Handle incoming complaints from customers and distributors through various channels including phone, email, live chat, social media, and in-person (if applicable).
b. Ensure consistent service quality across all platforms
c. Prioritize and categorize complaints based on urgency, impact, and customer type

2. Investigation and Resolution
a. Conduct thorough investigations into complaints by gathering relevant information from internal systems, previous interactions, and involved departments.
b. Liaise with internal teams such as compliance, distribution, operations etc to gather facts and coordinate resolution efforts.
c. Provide clear, accurate, and timely updates to customers and distributors throughout the resolution process.
3. Documentation and Case Management
a. Accurately log all complaints and interactions in the CRM or case management system, ensuring complete and up-to-date records.
b. Track complaint status, follow up on pending actions, and ensure closure within agreed service levels.
c. Maintain detailed notes and documentation to support root cause analysis and future reference.
4. Escalation Handling
a. Recognize high-risk or sensitive complaints (e.g., legal threats, regulatory issues, VIP customers) and escalate promptly to the Team Lead or relevant department.
b. Support escalated case resolution by providing background, context, and customer history to senior staff or management.
5. Customer and Distributor Communication
a. Communicate empathetically and professionally, demonstrating understanding of the customer's or distributor's concerns.
b. Deliver clear explanations of outcomes, next steps, and any corrective actions taken.
c. Manage expectations effectively, especially in cases requiring extended resolution times or cross-departmental coordination.
6. Feedback and Continuous Improvement
a. Identify recurring complaint themes or process gaps and share insights with the Team Lead or Quality Assurance team.
b. Contribute to team discussions on service improvements, policy updates, and customer experience enhancements.
c. Participate in post-resolution reviews or debriefs to improve future complaint handling.
7. Compliance and Policy Adherence
a. Ensure all complaint handling activities comply with internal policies, industry regulations, and data protection standards.
b. Stay updated on changes to complaint handling procedures, product knowledge, and service standards.

Minimum Job Requirements:

Education & Experience

• College diploma or equivalent a degree in Business, Communications, or a related field is a plus.
• 1-3 years of experience in customer service, preferably in a contact center or complaints handling role.

Skills & Competencies

• Strong verbal and written communication skills.
• High level of empathy, patience, and professionalism.
• Complaints Handling, Problem-solving and conflict resolution abilities.
• Attention to detail and accuracy in data entry and documentation.
• Familiarity with CRM systems and customer service tools.
• Ability to work independently