About the Company

Our client is a customer-centric logistics and delivery services company committed to delivering exceptional service experiences through efficient operations and responsive customer engagement. Customer satisfaction remains a key pillar of the company's growth strategy.

Job Purpose

The Customer Support Officer will serve as the primary point of contact for customers, ensuring excellent service delivery and positive customer experiences across all communication channels.

Key Responsibilities

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  Respond promptly and professionally to customer inquiries, complaints, and service requests.
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  Provide support through phone calls, WhatsApp, email, social media, and other communication channels.
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  Resolve customer concerns efficiently while maintaining high service standards.
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  Escalate operational issues and service incidents to relevant departments when necessary.
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  Maintain accurate customer records and support documentation.
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  Monitor customer feedback and contribute to service improvement initiatives.
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  Support customer retention and relationship management efforts.
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  Educate customers on company services and processes.
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  Assist in monitoring customer satisfaction metrics and service quality standards.

Requirements

Qualifications and Experience

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  Diploma or Bachelor's Degree in Business Administration, Customer Service, Communications, or a related field.
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  Previous experience in customer service, call center operations, or client support is an advantage.
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  Strong communication and interpersonal skills.
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  Fluency in English and Kinyarwanda; knowledge of French is an added advantage.
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  Ability to remain professional and calm under pressure.
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  Strong problem-solving and conflict-resolution abilities.