Customer Service Officer

About this role

Company: OREM PLC Job Title: Customer Service OfficerDepartment: Customer ServiceWork Location: Addis Ababa, 22 MazoriaEmployment Type: Full-TimeWe are looking for a customer-focused, professional, and responsible individual to join our team as a Customer Service Officer. 1. Key Duties and Responsibilities The successful candidate will be responsible for the following duties:1. Customer Information and Assistance: Welcome customers visiting the office and provide accurate, clear, and timely information about the company’s services, products, procedures, and requirements.2. Contract Preparation and Signing: Guide customers through the contract-signing process, ensure that all required documents and information are complete, and facilitate the signing of agreements in accordance with company procedures.3. Customer Registration and Onboarding: Assist new customers with registration, explain membership requirements, and ensure that all necessary preconditions are fulfilled before enrollment.4. Customer Education: Explain how the mobile application works, including membership procedures, contribution payments, cycles, payout processes, and applicable terms and conditions.5. Customer Inquiry Management: Respond professionally to customer questions, concerns, and requests, providing appropriate solutions or referring complex cases to the relevant department.6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.7. Document Management: Maintain accurate customer records, signed contracts, registration documents, and other relevant files while ensuring confidentiality and proper handling of customer information.8. Follow-Up and Communication: Follow up with customers regarding incomplete documentation, registration processes, contract requirements, and other outstanding matters.9. Digital Service Support: Help customers understand and use the mobile application and report technical issues to the appropriate team when necessary.10. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.11. Reporting: Maintain daily records of customer visits, inquiries, registrations, signed contracts, complaints, and other relevant activities, and submit reports to the immediate supervisor.12. Compliance and Professional Conduct: Follow company policies, customer service standards, data protection requirements, and all applicable legal and regulatory procedures.13. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.