Customer Care Officer

JOB DESCRIPTION

JOB TITLE: Customer Care Account OfficerDEPARTMENT: Marketing Management Group

SALARY LEVEL:JOB LEVEL: Rank and File

ORGANIZATIONAL RELATIONSHIP (POSITION TITLE)

Immediate Superior:Customer Care Supervisor,

Immediate Subordinate(s):

ESSENTIAL QUALIFICATIONS TO PERFORM THE JOB

Education: Must have a Bachelor's degree in any related course

Gender: Female/Male

Work Experience Required: At least one year of experience in customer service, account management, or sales support

Skills Required:

Excellent communication and interpersonal skills

Strong problem-solving and conflict resolution abilities

Proficient in MS Office Suite

Organized, detail-oriented, and able to multitask

Flexible and team player

DUTIES AND RESPONSIBILITIES

JOB SUMMARY

The Customer Care Account Officer serves as the frontline liaison between the company and its clients, ensuring that customer inquiries, concerns, and requests are handled promptly and professionally. The role involves managing customer accounts, coordinating with internal departments, and maintaining accurate records of interactions and transactions. The officer ensures high levels of customer satisfaction and supports the sales and operations teams in delivering seamless service.

DUTIES AND RESPONSIBILITIES

Position Objectives:

1.Provide timely and effective support to clients regarding their accounts, inquiries, and requests

2.Ensure accurate documentation and tracking of customer interactions and resolutions

3.Coordinate with internal departments to resolve client concerns and fulfill service commitments

4.Maintain a positive and professional relationship with clients to encourage loyalty and positive word of mouth

5.Support the implementation of customer care programs and feedback mechanisms

Job Details:

I. Inquiry and Issue Resolution

Handle customer inquiries via phone, email, and walk-ins

Record and track customer concerns, complaints, and requests using CRM tools

Escalate unresolved issues to appropriate departments and follow up until resolution

Provide updates and feedback to customers regarding the status of their concerns

II. Account Management and Documentation

Maintain and update customer account records and transaction history

Assist in processing account-related documents such as billing, adjustments, and service requests

Ensure completeness and accuracy of customer files, both physical and digital

Monitor account status and notify clients of important updates or required actions

III. Customer Engagement and Support

Assist in implementing customer satisfaction surveys and feedback programs

Participate in customer care training and development programs

IV. Administrative and Reporting Tasks

Prepare regular monitoring reports on customer concerns, resolutions, and fulfillment of requests

Perform other tasks that may be assigned by the immediate superior from time to time

Key Performance Indicators

a.Customer Satisfaction Rating(based on surveys and feedback)

b.Average Resolution Timefor Customer Concerns

c.Accuracy Rateof Account Documentation

d.Escalation Rateof Issues

e.Compliance Ratewith Service Standards and Protocols

f.Timeliness of Reports and Documentation