Customer Service Officer (12h hours shift work)

Work Arrangement: 12 hours shift work, 5 days work week

About the Role

We're looking for a Customer Service Officer to be the first point of contact for our customers, providing quick and effective assistance over phone and email.

You'll work closely with our maintenance and technical teams to ensure issues are resolved efficiently, tickets are tracked properly, and customers stay informed throughout the process.

What You'll Do:

• Be the main contact for customers needing technical help by phone or email, providing quick and accurate responses.
• Help customers find and fix issues by asking clear and structured questions.
• Record the problem and open support tickets in the system to keep track of issues.
• Find the right solution based on the customer’s information, and organise maintenance teams to fit with the client’s schedule.
• Work with the maintenance team to solve customer issues, following up on all open tickets until they are closed.
• Keep customers updated on the status of their issues and make sure their information is accurate.
• Deal with customer complaints or feedback professionally and aim for a quick resolution.
• Prepare regular reports on support activities, ticket status, and suggest improvements.
• Look for and suggest ways to improve current processes and customer satisfaction.

What You'll Bring:

• At least 1 year of experience in a call centre or IT customer support role.
• A background in Engineering or Information Technology is a plus.
• Strong verbal communication skills with fluency in English.
• Able to work rotating shifts, including weekends and public holidays.
• Customer-focused with a positive attitude and a team spirit