Call Center Officer – Customer Service

About the role

The Call Center Officer provides front‑line support to retail customers, handling both inbound and outbound communications. The role focuses on delivering accurate information, processing orders, and resolving issues to ensure a positive experience that aligns with business objectives.

Key responsibilities

• Handle incoming customer calls and respond promptly to inquiries about 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 by coordinating 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.

Required profile

• Strong commitment to delivering excellent customer service.
• Ability to handle multiple calls efficiently and respond to inquiries accurately.
• Professional attitude when resolving complaints and escalating complex issues.
• Proactive follow‑up to ensure cases are closed in a timely manner.
• Good knowledge of retail products, policies, and current promotions.
• Focus on achieving key performance indicators and maintaining high satisfaction scores.
• Willingness to collaborate with retail, delivery, and logistics teams.
• Engagement in continuous learning through team meetings and training.

Required skills