Customer Service Officer

Sector: Healthcare

Main Duties and Responsibilities:

Respond to customer inquiries via phone, email, chat, or in person. Provide accurate and timely information about products, services, and policies.
Handle customer complaints and issues effectively, ensuring a satisfactory resolution.
Escalate complex or unresolved issues to the appropriate department or supervisor.
Process orders, returns, and exchanges accurately and efficiently.
Follow up on customer orders and ensure timely delivery.
Maintain detailed records of customer interactions, transactions, comments, and complaints.
Update customer information in the database as needed.
Collect and analyze customer feedback to identify areas for improvement.
Provide insights and suggestions to improve customer service processes and policy Work closely with other departments, such as sales, marketing, and technical support, to ensure consistent and high-quality service.
Participate in team meetings and training sessions.
Ensuring the smooth running of the reception and call center department.
Scheduling reception and call center staff working shifts.
Adhere to company policies and procedures in all interactions and transactions.
Ensure compliance with legal and regulatory requirements related to customer service. The incumbent may work long hours and may be on call for additional working hours as well as work under high pressure. The incumbent might have to attend professional meetings and must be able to work well under pressure and have a strong support system.

Requirements:

Bachelor's degree in business administration, Operations Management, or a related field.
Proven experience in a customer service role; experience in a similar industry is preferred.
Fluency in both oral and written communication in Kurdish, English, and Arabic.
Organizational Skills: Strong ability to organize and categorize records, ensuring easy retrieval and accurate record-keeping. Attention to Detail: High level of accuracy in data entry, document management, and archival processes.
Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Communication Skills: Excellent written and verbal communication skills for handling correspondence, responding to queries, and interacting with staff and external parties.
Customer Service: Strong interpersonal skills and a customer-oriented approach to assisting staff and handling requests.
Excellent Organizational Skills and the ability to multitask and prioritize responsibilities.
Good decision-making, problem-solving, and adeptly identifying and resolving issues quickly and effectively. Ability to work under pressure and cope with a heavy workload.

Working Conditions:

6 days per week., 9 hours per day including one hour lunch break.
Only Qualified Candidates will be contacted.
Location: Erbil