Call Center Officer

About the role

The Call Center Officer will deliver excellent customer service by managing inbound and outbound calls, handling inquiries, processing orders, and resolving issues. This role supports the retail business by ensuring a positive experience for every customer.

Key responsibilities

• Answer incoming customer calls and promptly address questions 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 a supervisor when needed.
• Follow up on pending cases to guarantee timely resolution and customer satisfaction.
• Coordinate with retail branches, delivery teams, and logistics to support online and in‑store operations.
• Maintain up‑to‑date knowledge of products, policies, and ongoing promotions.
• Contribute to call‑center KPIs such as response time, first‑call resolution, and customer satisfaction scores.
• Participate in regular team meetings and training sessions to improve service quality.

Required profile

• Strong verbal communication skills for handling phone interactions.
• Attention to detail for accurate order processing and data entry.
• Ability to work under pressure and meet performance targets.
• Willingness to collaborate with retail, delivery, and logistics teams.

Required skills