About Our Client

One of our clients, “A company in Yemen", is seeking to recruit a highly qualified employees where that company always relies on the recruitment of those with excellent educational qualifications and reputable people, and also to provide exceptional job opportunities.

Customer Care Officer 

Department: Marketing and Sales
Travel Requirement: No
Place: Sana’a Governorate

Summary

The Customer Care Officer provides multi-channel support to customers by assisting with customer onboarding, addressing inquiries & concerns, and offering proactive guidance. The role involves analyzing customer feedback and data to drive improvements in customer satisfaction & retention. The incumbent handles customer relationships through Know Your Customer (KYC) processes and Customer Relationship Management (CRM) systems, ensuring accurate and verified records. The job holder collaborates closely with the Network Operations Center (NOC) and other teams, maintains up-to-date product knowledge, prepares customer-related reports, ensures compliance with company policies, and contributes to continuous service enhancements with a high standard of professionalism and data accuracy.

Key Duties and Responsibilities

• Customer Support: Provide dedicated support to customers, in line with the NOC teams, promptly respond to customer inquiries and concerns, through multiple channels.
• Customer Satisfaction: Conduct regular customer satisfaction studies, surveys, and data analyses to measure customer satisfaction.
• Customer Feedback and Record-Keeping: Contribute, in line with the NOC team, to document all customer feedback in different categories (e.g.: inquiries, requests, complaints), ensuring that all records are accurately logged into CRM system.
• Data Analysis and Continuous Improvement: Conduct regular analyses of customer data and feedback, using standardized templates, while ensuring continuous improvement.
• Know Your Customer (KYC): Follows KYC polices to identify and verify customer identity and build accurate and verified customer information through systematic approaches.
• Customer Relationship Management (CRM): Use CRM systems to track customer interactions, preferences, and history; build strong relationships with customers through CRM system and provide continued support on customer needs.
• Product Knowledge and Expertise: understand products, services, and related policies to provide accurate information to customers regarding product features, specifications, pricing, and availability.
• Team Collaboration and Communication: Collaborate with cross-department teams and share the knowledge to ensure excellent customer service and experience.
• Compliance and Quality Assurance: Adhere to company policies, procedures, quality standards, and best practices.
• Reporting and Additional Tasks: Prepare regular customer-related reports through the use of multiple company communication channels and systems.

Required Skills

• Customer Service Skills: Ability to respond effectively with empathy to customer needs and concerns across various channels.
• Communication Skills: Strong verbal and written communication skills for interacting with customers and collaborating with teams.
• Analytical Skills: Proficiency in analyzing customer data and feedback for trends, insights, and continuous improvement.
• CRM Proficiency: Experience of using Customer Relationship Management (CRM) systems to handle and document customer interactions.
• Attention to Detail: Ensuring accuracy in customer records, KYC processes, and reporting.
• Teamwork and Collaboration: Ability to work closely with cross-functional teams, particularly the NOC team.
• Time Management and Organization: Efficiently execute multiple tasks, prioritize customer needs, and meet reporting deadlines.
• Technical Aptitude: Understanding of company products and services and the ability to explain technical details to customers.
• Problem-Solving Skills: Ability to resolve customer concerns and support service improvement initiatives.
• Compliance Awareness: Knowledge of KYC policies, quality standards, and internal procedures.

Education and Experience

• Bachelor's Degree in Marketing, Business Administration, Communications, Information Technology or related.
• From 1 to 3 years of relevant work experience in Customer Care field.
• Previous experience in customer service or client support.
• Experience working with CRM systems and customer feedback tools.
• Exposure to data analysis and reporting, preferably using standardized tools/templates.
• Preferably, technically aware with some experience on technical roles.
• Related experience in the cloudy industry, IT services, telecom or network operations.
• Familiarity with KYC procedures and quality/compliance standards is an advantage.