Customer Service Officer – Plato Consult Limited

Job Description

Job Purpose

The successful candidate will be responsible for delivering excellent customer support by responding to enquiries, resolving issues efficiently, and ensuring a positive customer experience. The role focuses on building strong customer relationships, improving customer satisfaction, and supporting business growth through effective service delivery.

Reporting To: General Manager
Location: Accra
Employment Type: Full-time

Key Responsibilities

Role-Specific Duties

• Respond promptly and professionally to customer enquiries via phone, email, and live chat
• Resolve product or service issues by understanding customer concerns, identifying root causes, and providing appropriate solutions
• Process orders, forms, applications, and service requests accurately and within agreed timelines
• Follow up with customers to ensure issues and requests are fully resolved
• Maintain accurate records of customer interactions, transactions, feedback, and complaints in the CRM system
• Escalate complex or unresolved issues to the appropriate internal teams and follow through to resolution
• Provide clear information about company products and services and guide customers through the purchasing process
• Identify customer needs and recommend suitable solutions to enhance satisfaction and loyalty
• Assist with onboarding new customers, including account setup and system usage guidance
• Work closely with technical support teams to resolve recurring or complex technical issues
• Prepare and share customer activity and service reports with management
• Monitor customer feedback and contribute suggestions to improve service delivery and customer experience
• Handle customer complaints, returns, refunds, and exchanges in accordance with company policies
• Verify, update, and maintain accurate customer information in company databases
• Collaborate with the sales team to support promotions, upselling, and cross-selling initiatives
• Participate in team meetings, training sessions, and continuous improvement activities

Required Qualifications & Experience

Minimum Qualification

• Bachelor’s degree in Business Administration, Marketing, or a related field

Experience

• Previous experience in a customer service or support role is an added advantage

Technical Skills

• Proficiency in Microsoft Office Suite and CRM systems

Person Specification

• Strong verbal and written communication skills
• Excellent interpersonal and problem-solving abilities
• Strong customer-focused mindset with attention to detail
• Ability to multitask and perform effectively in a fast-paced environment
• Team-oriented with a positive and professional attitude