Customer Support Officer

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 CoordinatorAbout 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 SummaryAlfa 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.Key Responsibilities Engage and respond to client inquiries and requests via phone, email, and chat in a timely and professional mannerCollaborate with operation coordinator and project officer to develop service delivery planCollaborate with operation coordinator to develop key account management for each clientDevelop and implement service delivery follow up for each clientTroubleshoot and resolve client technical issuesProvide guidance and support to clients on using digital solutions products and servicesManage client accounts and ensure that clients are satisfied with the products and services they receiveEscalate complex issues to the operations coordinator or other appropriate team membersGenerate standard service delivery report Document all client interactions and maintain accurate recordsStay up to date on the latest digital solutions products and services by attending training sessions and reading industry publicationsResearch and adapt to new customer service trends  Qualities Bachelor's degree in business administration, project management, or a related field2+ years of experience in customer service Experience with digital solutions products and servicesExperience with BPO and digital marketing clientsExperience with customer relationship management (CRM) softwareExperience with social media and online customer service platformsStrong understanding of customer service principles and methodologiesExcellent communication and interpersonal skillsAbility to work independently and as part of a teamProficiency in Microsoft Office Suite and project management softwareFantastic Time ManagementEfficiency in communication Effective Tool useGrowth MindsetKey Performance Indicator Focus AreasNumber of services completed meeting the deadline and qualityOn time design delivery of serviceQuality 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