Call Center Officer - Call Center

Job Purpose:

To provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.

Key Responsibilities:

• Handle incoming customer calls and respond promptly to inquiries regarding 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 through coordination 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.