Customer service officer

Job Description:

Customer Service Officer (CSO) 1. Managing Customer Inquiries • Act as the first point of contact for potential and existing customers via all channels, including Google Ads, Meta, email, website, and phone. • Provide detailed and accurate information about EcoOrigin’s services, addressing all customer queries and concerns professionally. • Ensure prompt responses to inquiries within a defined timeframe to maintain a high standard of customer satisfaction. 2. Scheduling Inspections • Coordinate with customers to book a FREE, NO OBLIGATION INSPECTION with Clients site assessor. • Confirm inspection dates and times with customers, ensuring clear communication. • Manage and update inspection schedules, ensuring site assessors’ routes are optimized for efficiency (in coordination with the scheduling team). 3. Follow-Up and Quotation Support • Ensure customers receive quotations promptly after their site inspection. • Answer any follow-up questions customers may have regarding the quotation and assist them in understanding the proposal. • Maintain regular communication with customers to keep them engaged and informed during the decision-making process. 4. Approval and Payment Handling • Guide customers through the quotation approval process, ensuring they understand the steps to approve via email. • Monitor for deposit payments and provide reminders, as needed, to ensure timely payment. • Acknowledge receipt of deposits and update relevant systems to reflect the status. 5. Installation Scheduling • Collaborate with the scheduling team to finalize installation dates and times once the deposit is received. • Notify customers about their confirmed installation schedule, providing all necessary details and contact points for further inquiries. 6. Customer Relationship Management • Maintain strong relationships with customers, providing a seamless experience from the first inquiry to post-installation. Handle any complaints or issues with professionalism and escalate to the manager when necessary. • Follow up with customers after installation to ensure satisfaction and gather feedback for improvement. 7. Data and Reporting • Accurately log all customer interactions, inquiries, approvals, and payments in the CRM system. • Provide daily or weekly reports to the manager, highlighting lead status, inspection updates, and customer satisfaction levels. • Monitor key performance indicators (KPIs), such as response time and lead conversion rates, and suggest improvements to processes. 8. Process Improvement and Team Collaboration • Suggest ways to streamline and improve customer interaction processes based on customer feedback and challenges encountered. • Collaborate with the sales and scheduling teams to ensure a seamless flow of information and minimize customer delays.