Customer Service Officer – Level 1 Support

About the role

The Customer Service Officer provides front‑line Level‑1 support, handling inbound calls, emails and live chats. The role focuses on delivering a pleasant customer experience while meeting service‑level targets and company goals.

Key responsibilities

• Answer and respond to incoming calls, emails, call‑back requests and live chats within defined service levels.
• Log every interaction in the case‑management system and keep records accurate and up‑to‑date.
• Follow up on open cases until resolution and closure.
• Maintain detailed documentation of customer enquiries, problems and resolutions.
• Generate management reports and provide guidance to junior colleagues, as needed.
• Perform other duties assigned by management.

Required profile

• Diploma in IT, Business or a related discipline.
• Minimum 1 year of experience in a contact centre, helpdesk or service desk environment.
• Strong customer service and soft‑skill abilities.
• Effective written and spoken communication.
• Ability to multitask, handling calls while entering data into the ticketing system.
• Willingness to work 24/7 shifts and learn company policies and procedures.

Required skills

• Proficiency with case‑management or ticketing systems.

What we offer

• Opportunity to work in a dynamic, multi‑project environment.
• Continuous learning and development.