Customer Service Officer Duties & Responsibilities

The role and function of a Customer Service Officer includes the following duties and responsibilities:

  • Answer customer inquiries via phone, email, and in-person
  • Direct customers to online resources
  • Update customer records in the system, including notes about interactions
  • Participate in team-building activities
  • Develop a rapport with customers
  • Encourage customers to complete surveys
  • Pitch ideas for improving customer care
  • Create and maintain reports about customer interactions
  • Attend weekly staff meetings
  • Make recommendations to management to improve customer experience

Note that this is not an exhaustive list of Customer Service Officer duties and responsibilities. Job functions for specific Customer Service Officer roles may vary, depending on the industry and type of employer.

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