Customer Service Officer – KTNA 7

i. Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related
field from a recognized institution

1. Implement a customer service policy for the organization.
2. Ensure efficient and prompt handling of all Customers’ inquiries / complaints
whether relayed by phone, letter, e-mail or in person.
3. Provide system support to Single Window System users through telephone, email or
premise visits.
4. Providing training to Single Window System users on the business process and
operations of the system.
5. Implement customer service standards; respond promptly to customer inquiries; and
resolve problems and complaints.
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6. Identify customer service trends; determine system improvements and implement
desired change within agreed timelines.
7. Keep detailed records of customer interactions and transactions, record details of
inquiries, comments, complaints, and of actions taken.
8. Determine customer service requirements by undertaking research and analyzing
customer needs.
9. Improve customer service quality and aid the supervisor in ensuring that all relevant
standards within the customer care section are met.
10. Prepare daily, weekly, and monthly statistical reports as appropriate.
11. Create and maintain a positive, supportive, customer-oriented environment for all
the organization and non- organization clients
12. Supervise and manage customer service assistants.
13. Undertake such other duties as may be reasonably required and which are consistent
with the level of responsibility of this job role.