Job Role

The Customer Support Officer ensures client satisfaction through effective handling of inquiries, complaints, and service requests. The role supports calibration, repairs, and maintenance contracts for weighing equipment.

2. PURPOSE OF THE ROLE

• Deliver excellent after-sales service.
• Resolve customer issues promptly and professionally.
• Support technical teams in service delivery.
• Enhance customer loyalty and retention.

3. DUTIES AND RESPONSIBILITIES

A. Customer Service & Support

• Handle customer inquiries and complaints.
• Coordinate service requests for calibration and repairs.
• Maintain service records and follow-up actions.

B. Technical Support Coordination

• Liaise with technical teams for timely service delivery.
• Support maintenance contract management.
• Ensure accurate documentation of service activities.

C. Client Relationship Management

• Build trust and long-term relationships with clients.
• Provide product and service guidance.
• Gather feedback to improve service quality.

Qualification

4. QUALIFICATIONS

• Diploma/Degree in Customer Service, Business Administration or related field.
• 3–5 years’ experience in customer support, preferably in technical/industrial services.
• Knowledge of weighing equipment and calibration processes is an advantage.

5. COMPETENCIES

• Customer service management
• Complaint handling and resolution
• Service coordination and scheduling
• Documentation and reporting
• Knowledge of calibration and maintenance processes
• CRM and support systems utilization