Entry Level
Call Center Officer - Call Center
Job Purpose:
To provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.
Key Responsibilities:
-
Handle incoming customer calls and respond promptly to inquiries regarding orders, products, store locations, and promotions.
-
Process customer orders, returns, and exchanges accurately in the system.
-
Record all customer interactions and feedback in the CRM system for tracking and reporting.
-
Resolve customer complaints professionally and escalate complex cases to the supervisor when necessary.
-
Follow up on pending cases to ensure timely resolution and customer satisfaction.
-
Support online and in-store operations through coordination with retail branches, delivery teams, and logistics.
-
Maintain up-to-date knowledge of products, policies, and ongoing promotions.
-
Contribute to meeting call center KPIs such as response time, first-call resolution, and customer satisfaction scores.
-
Participate in regular team meetings and training sessions to enhance service quality.
Sign up to apply and find out right away if you're a fit.
Is this role right for you?
Your agent will tell you — in seconds.
Sign up and I'll tell you right away how well Heineken matches you — what you already have, and what's missing. Then I stay on it: I search for you and only write when I find something worth your time.