Contact Center Officer

The Contact Centre Officer is responsible for delivering high‑quality and consistent customer support across all customer interaction channels, including inbound and outbound calls, emails, online chat, webforms, digital platforms, and any other communication channel available in the Contact Center, within a 24/7 shift‑based operational environment.

The role focuses on handling customer inquiries, requests, feedback, and complaints; managing and resolving cases through the CRM system; and ensuring adherence to approved service quality standards, customer experience guidelines, and data privacy requirements.

The Contact Centre Officer leverages digital and AI‑enabled tools to support efficient case handling, improve response accuracy, and enhance overall customer experience, while ensuring human validation, professionalism, and customer satisfaction across all touchpoints.

Responsibilities: Handle customer inquiries, requests, feedback, and all case types professionally across all contact channels (calls, emails, chat, webforms, WhatsApp, etc.).
Manage and resolve upset, challenging, or escalated customer situations with empathy and professionalism, in line with service recovery guidelines.
Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives following approved procedures and scripts.
Log, track, update, and close cases accurately in the CRM system and related databases within agreed SLAs.
Manage large volumes of inbound and outbound interactions efficiently across omni‑channel platforms.
Utilize AI-enabled tools and automation features (such as chatbots, knowledge base recommendations, sentiment analysis, and case categorization) to support efficient handling of customer interactions across all channels.
Perform outbound calls, follow‑ups, call‑backs, surveys, or campaigns as assigned by the line manager.
Maintain up‑to‑date knowledge of company services, policies, procedures, systems, and fleet information.
Ensure confidentiality and compliance with data privacy, information security, and quality standards at all times.
Liaise with internal focal points, departments, and management to ensure timely resolution of customer cases.
Provide accurate information and updates to customers regarding the status of their inquiries or cases.
Demonstrate flexibility to work day, night, weekend, and public holiday shifts as part of a 24/7 shift‑based operation.
Support assigned tasks, projects, initiatives, or improvement activities related to customer service and customer experience.

• Comply with quality metrics, performance targets, and customer satisfaction objectives.