Customer Handling Officer 12 views

Job Title :Customer Handling Officer

Location : Addis Ababa

Department : Customer Service

Reports To : Senior Customer Handling Officer/ Customer Handling Manager

Employment Type: Full-time

Job Summary:

The Customer Handling Officer is responsible for providing professional, courteous, and timely service to clients throughout their interactions with OVID Real Estate. The role includes welcoming clients, responding to inquiries, recording complaints or service requests, and coordinating with internal teams to ensure all client concerns are addressed. This role is critical in creating a welcoming, respectful, and reliable customer service environment, reflecting the company’s values and commitment to excellence.

Key Responsibilities:

• Greet and receive clients and visitors in a friendly, respectful, and professional manner.
• Serve as a first contact point for all customer queries, issues, and complaints.
• Log customer complaints, inquiries, and service requests in the designated case tracking system or logbook.
• Forward unresolved issues to the appropriate department or supervisor, ensuring follow-up on status.
• Ensure all customer interactions are handled with hospitality, empathy, and professionalism.
• Maintain accurate records of customer engagements, including responses provided and follow-up requirements.
• Assist clients in understanding documentation requirements, service timelines, and project-related updates
• Escalate sensitive or high-priority issues to the Senior Officer or Manager immediately.
• Provide regular updates to customers regarding the status of their requests or complaints.
• Support in organizing customer satisfaction surveys and feedback collection.
• Maintain a clean, organized, and customer-ready front office/reception space.
• Participate in training sessions or refreshers on customer handling, communication, and compliance.
• Collaborate with cross-functional teams to ensure smooth communication and service delivery to clients.
• Perform other related duties as assigned or directed by the Senior Customer Handling Officer or Management.

Critical criteria/ Skill to be successful in this role:

• Polite, approachable, and respectful demeanor at all times.
• Strong verbal communication and listening skills.
• Ability to remain calm under pressure and handle complaints tactfully.
• Good organizational and documentation skills
• Willingness to work in a team and support senior officers as needed.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communication, or related field.
• Minimum of 3 years of experience in customer service, front desk, or client-facing roles.
• Experience in real estate, hospitality, or service industry is preferred
• Basic knowledge of customer relationship management (CRM) tools is advantageous.
• Proficient in MS Office (Word, Excel, Outlook) and email etiquette.
• Strong verbal and written communication skills in both Amharic and English.