Associate Customer Service Officer

Job Summary

Under the supervision of the Customer Service Division Manager, the Customer Service Officer is responsible for receiving or collecting samples for testing, ensuring proper registration, coding, handling, and transfer of samples. The role also involves issuing test results, certification and inspection reports, responding to customer inquiries, promoting the company's services, coordinating customer-related activities, and maintaining strong customer relationships.

Key Responsibilities

• Receive or collect samples for testing and analysis in accordance with applicable procedures and standards.
• Ensure proper registration, coding, handling, and transfer of samples to the relevant department.
• Ensure that samples received fall within the scope of the company's laboratory services.
• Follow up on the status of customer orders and take corrective actions in cases of delays or customer complaints.
• Receive and issue test results, certification and inspection reports, certificates, decisions, and other customer deliverables.
• Receive, register, and respond professionally to customer inquiries.
• Follow up to ensure customer concerns and complaints are resolved effectively.
• Promote the company's services to existing and potential customers.
• Provide technical and professional advice to the company's marketing and sales staff.
• Establish and maintain transparent and professional relationships with customers based on formal agreements and terms of reference.
• Serve as a liaison between customers and relevant departments within the company.
• Coordinate branch office customer service activities.
• Coach and provide technical support to junior customer service officers.
• Prepare and submit periodic activity reports.
• Perform other related duties as assigned.

Academic Qualifications

• Bachelor of Science (BSc) Degree in Chemistry, Biology, Food Science, or a closely related field.

Experience

• Minimum of two (2) years of relevant experience.

Skills Required:

• Applied / Natural / Science
• Chemistry / Chemical / Engineering
• Food / Technology / Science / Engineering