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Serves customers by providing product and service information; resolving product and service problems.
Customer care officer typically do the following:
- Listen to customers’ questions and concerns, and provide answers or responses
- Provide information about products and services
- Take orders, calculate charges, and process billing or payments
- Review or make changes to customer accounts
- Handle returns or complaints
- Record details of customer contacts and actions taken
- Review and select standard responses for answers or solutions
- Refer customers to supervisors or more experienced employees
Customer service representatives answer questions or requests from customers or the public. They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat.
The specific duties of customer service representatives vary depending on what kind of company they work for. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process cash refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help to generate sales leads while providing information about a product or service.
Customer service representatives typically use a telephone, computer, and other office equipment. Those employed in retail stores may occasionally use cash registers to process returns or orders.
QUALIFICATIONS Knowledge of:
- Principles, theories, methods, techniques, and strategies pertaining to teaching and instruction of secondary level pupils;
- Academic, social, and behavioral characteristics of secondary level pupils;
- Educational curriculum and instructional goals and objectives, and educational trends and research findings pertaining to comprehensive secondary programming;
- Behavior management and behavior shaping strategies, techniques and methods, and conflict resolution procedures;
- Socio-economic and cultural background differences of the school population.
- Plan, organize, develop, and conduct a comprehensive teaching and instruction program for pupils at the secondary level;
- Provide appropriate and effective learning experiences for pupils from a wide range of socio-economic levels and cultural backgrounds;
- Effectively assess the instructional and educational needs of pupils,and design, develop, and implement sound instructional and educational programs;
- Provide a motivating and stimulating learning environment;
- Perform research and development activities pertaining to curriculum and instructional programs and innovative and creative pilot projects designed to enhance pupil educational opportunities