Call Center Officer

About the role

The Call Center Officer will be the first point of contact for customers, handling both inbound and outbound calls to support the retail business. The role focuses on delivering prompt, accurate service, processing orders, and ensuring a positive customer experience.

Key responsibilities

• Answer incoming customer calls and provide information on orders, products, store locations, and promotions.
• Process customer orders, returns and exchanges accurately in the order management system.
• Record all interactions and feedback in the CRM system for tracking and reporting.
• Resolve complaints professionally and escalate complex issues 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 satisfaction scores.
• Participate in regular team meetings and training sessions.

Required profile

• Strong communication skills and ability to handle high call volumes.
• Experience in processing orders, returns and exchanges.
• Capability to resolve customer issues and follow up on open cases.
• Willingness to collaborate with retail, delivery and logistics teams.
• Commitment to meeting performance metrics and attending training.

Required skills

• Proficiency with a CRM system.