Job Overview:
The Customer Care Officer is responsible for providing exceptional service to our clients, by requesting feedback, answering their inquiries, resolving issues and ensuring satisfaction.

Duties and Responsibilities:
- Respond to customer inquiries via phone, email and chat in a timely and professional manner.
- Engage with each customer and learn more about their specific needs at the time of interaction
- Provide information to customers regarding products, services and policies.
- Inform concerned departments (sales, F&B…) about specific customer concerns and inquiries, to resolve customer issues.
- Create, maintain and update customers database. Record communications and interactions with customers (i.e. using customer relationship management (CRM) software), including welcoming new clients, asking for feedback, tracking complaints and closing it.
- Collaborate with other departments to meet and exceed customer satisfaction and service needs.
- Contact via phone or email customers for feedback about products and services. The Customer Care Officer encourages customers to leave positive reviews or provide feedback that the company can use to improve its products and services.
- Manage customer feedback and report on regular basis to upper management.
- Respond to customer complaints professionally and transfer the complaint to the concerned party for action. The Customer Care Officer may offer replacement items or vouchers to satisfy customers’ needs.
- The Customer Care Officer coordinates with concerned parties to reimburse customers for items they returned or services they cancel.
- Analysis feedback and reports from 3rd parties that evaluate our services through mystery shopping or meetings and share the results with the operation team and management to take action for improvement.
- Highlight recurrent issues to solve or areas that need improvement to enhance customer experience (through regular customer feedback, 3rd party evaluation…).
- Help with sales and marketing: promote new products and services to customers, answer questions about promotions or discounts and provide information about the company’s marketing campaigns. The Customer Care Officer gathers information about customer preferences that the company can use to improve its marketing.
- Build and maintain effective internal and external stakeholder relationships.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Perform other duties as assigned by management.

Qualifications:
- Between 3 - 5 years of experience in related field
- Bachelor’s degree in business administration or any related field