Position: Customer Service Officer

Company: Alfa Digital Solutions

Place of posting: Addis Ababa-Ethiopia

Duration of Employment: Indefinite 

Salary: Per Company Scale

Direct working link with: Operations Coordinator/Customer Service officer   

Reports to: Operation Coordinator

About Our Organization:

Alfa Digital Solutions is a company founded on the basis of filling the gap  service to various customers. We have been in the market for the past 2 years committed to providing quality and timely service. Our services are catered towards supporting small businesses to access new marketing opportunities, support organizations to have a better digital presence, engage with customers efficiently and enable underrepresented companies in various communities to grow their businesses. To ensure the fulfillment of our objective we provide business process outsourcing, talent linkage and digital marketing services.

Job Summary:

Alfa Digital Solutions aims to deliver customized and innovative digital marketing solutions to various clients. In doing so, our company is looking for a passionate and self-directed customer service officer  to join the team we are building. The Customer Service Officer is responsible for handling communication with Business process outsourcing and digital marketing clients. He/she will provide support to clients on a variety of issues, including technical support, billing, and account management. They will also work to resolve any client complaints or issues.

Duties and Responsibilities:

• Engage and respond to client inquiries and requests via phone, email, and chat in a timely and professional manner

• Collaborate with operation coordinator and project officer to develop service delivery plan

• Collaborate with operation coordinator to develop key account management for each client

• Develop and implement service delivery follow up for each client

• Troubleshoot and resolve client technical issues

• Provide guidance and support to clients on using digital solutions products and services

• Manage client accounts and ensure that clients are satisfied with the products and services they receive

• Escalate complex issues to the operations coordinator or other appropriate team members

• Generate standard service delivery report

• Document all client interactions and maintain accurate records

• Stay up to date on the latest digital solutions products and services by attending training sessions and reading industry publications

• Research and adapt to new customer service trends 

Job Requirements:

• Education: Bachelor's degree in business administration, project management, or a related field

• Experience: 2+ years of experience in customer service

• Experience with digital solutions products and services

• Experience with BPO and digital marketing clients

• Experience with customer relationship management (CRM) software

• Experience with social media and online customer service platforms

• Strong understanding of customer service principles and methodologies

• Excellent communication and interpersonal skills

• Ability to work independently and as part of a team

• Proficiency in Microsoft Office Suite and project management software

• Fantastic Time Management

• Efficiency in communication

• Effective Tool use

• Growth Mindset

Key Performance Indicator Focus Areas

• Number of services completed meeting the deadline and quality

• On time design delivery of service

• Quality of work (reduced number of back and forth during design)

• New knowledge, tool, feature, or skill acquired monthly

• Efficiency of working with project officer and operations coordinator

How to Apply:

• Apply through HaHuJobs telegram bot https://t.me/hahujobs_bot