Job Description : Customer Service and Account Officer

Department: Admin

Reports To: Head of Engineering

Job Summary

The Customer Service Officer will be responsible for managing and growing relationships with existing customers, ensuring high levels of customer satisfaction. The role combines customer service, account management, basic technical support and collaboration with internal technical teams to improve products and service delivery.

The Customer Service officer acts as the primary support contact for key accounts, proactively managing client needs, resolving routine issues, and escalating any unresolved technical issues to the engineering team.

Key Responsibilities

1. Customer Service & Support

• Provide general customer service to existing customers via phone, email, and in-person meetings.
• Handle customer inquiries, service requests, and complaints in a professional and timely manner.
• Ensure prompt follow-up with the engineering team for resolution of customer issues
• Maintain accurate logs of existing customer tickets (Open, pending, in-progress, closed)

2. Account Management (Key Accounts)

• Act as the primary account manager for assigned key customer accounts
• Develop and maintain professional relationships with customers
• Understand client business needs and align company solutions to meet those needs.
• Monitor account performance and agreed service level agreements (SLAs). Any deviations to be escalated
• Identify upselling and cross-selling opportunities in collaboration with the management team
• Conduct regular account review meetings and check-ins with customers.
• Proactively engage customers to identify risks, concerns, and opportunities
• Present and demonstrate company products and services to clients, addressing their specific needs and requirements;

3. Technical Support & Issue Resolution

• Handle and resolve technical support queries raised by customers.
• Perform first-level troubleshooting and guide customers on standard system usage and configurations.
• Log, categorize, and prioritize technical issues in accordance with internal support procedures.
• Ensure customers are kept informed on issue status and resolution timelines.

4. Escalation & Internal Coordination

• Escalate complex or critical technical issues to the engineering team.
• Provide clear and well-documented problem descriptions as required by customers.
• Track escalated cases to closure and communicate progress and outcomes to customers.
• Provide structured feedback from customers to engineering, product, and management teams.

5. Product Development Support

• Collect and document customer feedback, bug reports, and pain points.
• Participate in internal product review and planning sessions.
• Assist product and engineering teams by validating requirements with customers where needed.
• Support product quality testing, user acceptance testing (UAT) and deployments for new features or products.

6. Key Performance Indicators (KPIs)

• Customer satisfaction
• Account retention
• Average response and resolution time
• Average account growth and expansion
• Quality and usefulness of customer feedback provided to engineering teams

Desired Qualifications & Experience

• Diploma or Bachelor's degree in Business, IT, Marketing, or a related field.
• Experience in account management, customer service, or technical support within a technology or software company (Technical support experience is an added advantage)
• Basic understanding of software systems, IT support, or technology products.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent customer relationship management and negotiation skills.
• Ability to explain basic technical concepts to non-technical customers.
• Strong problem-solving skills.
• Good organizational and time management abilities.
• Ability to work collaboratively with technical and cross-functional teams.
• Customer-focused mindset with strong attention to detail.
• Able to handle customer and manage multiple accounts effectively.
• High level of integrity and confidentiality.
• Continuous improvement and learning mindset.

• Provide general customer service to existing customers via phone, email, and in-person meetings.
• Handle customer inquiries, service requests, and complaints in a professional and timely manner.
• Ensure prompt follow-up with the engineering team for resolution of customer issues
• Maintain accurate logs of existing customer tickets (Open, pending, in-progress, closed)
• Act as the primary account manager for assigned key customer accounts
• Develop and maintain professional relationships with customers
• Understand client business needs and align company solutions to meet those needs.
• Monitor account performance and agreed service level agreements (SLAs). Any deviations to be escalated
• Identify upselling and cross-selling opportunities in collaboration with the management team
• Conduct regular account review meetings and check-ins with customers.
• Proactively engage customers to identify risks, concerns, and opportunities
• Present and demonstrate company products and services to clients, addressing their specific needs and requirements;
• Handle and resolve technical support queries raised by customers.
• Perform first-level troubleshooting and guide customers on standard system usage and configurations.
• Log, categorize, and prioritize technical issues in accordance with internal support procedures.
• Ensure customers are kept informed on issue status and resolution timelines.
• Escalate complex or critical technical issues to the engineering team.
• Provide clear and well-documented problem descriptions as required by customers.
• Track escalated cases to closure and communicate progress and outcomes to customers.
• Provide structured feedback from customers to engineering, product, and management teams.
• Collect and document customer feedback, bug reports, and pain points.
• Participate in internal product review and planning sessions.
• Assist product and engineering teams by validating requirements with customers where needed.
• Support product quality testing, user acceptance testing (UAT) and deployments for new features or products.

• Strong communication and interpersonal skills.
• Excellent customer relationship management and negotiation skills.
• Ability to explain basic technical concepts to non-technical customers.
• Strong problem-solving skills.
• Good organizational and time management abilities.
• Ability to work collaboratively with technical and cross-functional teams.
• Customer-focused mindset with strong attention to detail.
• Able to handle customer and manage multiple accounts effectively.
• High level of integrity and confidentiality.
• Continuous improvement and learning mindset.

• Diploma or Bachelor's degree in Business, IT, Marketing, or a related field.
• Experience in account management, customer service, or technical support within a technology or software company (Technical support experience is an added advantage)
• Basic understanding of software systems, IT support, or technology products.