Customer Service Officer at Cartrack

Job Summary:

We are looking for a Customer Service Officer at Cartrack to join our team and provide excellent customer support. The role involves handling customer inquiries, resolving complaints, and ensuring a smooth customer experience. The ideal candidate is a proactive problem-solver with strong communication skills and a customer-centric mindset.

Key Responsibilities:

Serve customers with less than 5 vehicles by making sure they are satisfied with our services and provide any reports or assistance as needed.
Respond to customer inquiries via phone, email, chat, and social media.
Handle complaints, escalate issues when necessary, and ensure resolution in a timely manner.
Process customer requests such as orders, refunds, and account updates.
Maintain a detailed record of customer interactions and feedback.
Provide product and service information to customers.
Work closely with internal teams (sales, finance, operations) to resolve customer issues.
Ensure a high level of customer satisfaction and build strong relationships.
Educate customers on company policies, procedures, and new products/services.
Conduct follow-ups to ensure customer concerns are fully addressed.
Participate in customer service improvement initiatives.

Requirements

Qualifications & Experience:

Diploma or Degree in Business Administration, Customer Service, Communications, or a related field.
At least 1-3 years of experience in customer service.
Willingness to learn and adapt.
Proficiency in CRM systems and Microsoft Office Suite.
Experience handling customer interactions via multiple channels (calls, emails, social media).

Skills & Competencies:

Excellent verbal and written communication skills in English and Swahili.
Strong problem-solving and conflict-resolution skills.
Ability to multitask and work under pressure while maintaining a high level of professionalism.
Customer-focused with a positive attitude and empathy.
Strong organizational skills and attention to detail.
Ability to work both independently and as part of a team.