Job Title: Customer Service Officer

Department: Customer Success

Role Overview

• The Customer Service Officer is responsible for supporting users of the MSC platform by resolving inquiries, addressing issues, and ensuring a smooth customer experience across the mobile app and website.

Customer Support

• Respond to customer inquiries via phone, email, and chat.
• Assist users with orders, payments, and account issues.
• Provide clear and helpful guidance to customers.

Issue Resolution

• Investigate and resolve customer complaints.
• Escalate technical issues to relevant teams.
• Ensure timely resolution of customer concerns.

Customer Experience Monitoring

• Track recurring customer issues and report insights.
• Provide feedback to product and operations teams.
• Help improve service processes and support systems.

Documentation & Reporting

• Maintain records of customer interactions.
• Prepare simple reports on customer issues and resolutions.
• Support improvements in customer support workflows.

Qualifications & Requirements

• 2–3 years experience in customer service or support role.
• Strong communication and problem-solving skills.
• Experience supporting digital products or services is an advantage.
• Familiarity with customer support tools.
• Ability to document and track support issues.
• Basic understanding of mobile app and online platforms.

What Success Looks Like

• Fast and effective resolution of customer issues.
• High customer satisfaction levels.
• Clear reporting of recurring customer challenges.