Customer Service Officer
Amman, Jordan · Full-time
About the role
We are seeking a Customer Service Officer to join the Nespresso Customer Relations Center team. The role is responsible for handling customer inquiries, processing orders, coordinating deliveries and maintenance requests, following up on complaints, maintaining customer accounts, and supporting customers across different sales and service touchpoints. The position plays an important role in ensuring a smooth and professional customer experience through effective communication and coordination with internal departments.
Responsibilities
Handle customer calls, emails, and inquiries related to orders, delivery status, maintenance requests, products, services, and promotional offers. Enter customer orders accurately into the system. Review and confirm orders and coordinate with the Accounting team for invoice processing. Coordinate with the delivery team regarding customer orders and keep customers updated on delivery status. Coordinate with the Maintenance team regarding service requests, technician visits, and machine-status updates. Coordinate between boutiques, booths, and internal departments to resolve customer inquiries when required. Create accounts for new customers and maintain and update existing customer information across sales points. Receive and follow up on customer complaints received by phone, email, or through retail locations, coordinating with the relevant departments until resolution. Contact customers once complaints or service issues have been resolved and provide appropriate updates. Communicate promotional offers and relevant customer information on behalf of the sales team when required. Send customer statements of account on behalf of the sales team when required. Follow up with customers regarding outstanding payments and credit accounts in accordance with company procedures. Conduct outbound calls to inactive or out-of-frequency customers to understand their needs and encourage re-engagement. Support mystery shopper activities by coordinating requirements, reviewing recorded calls, and helping address service-quality improvement areas. Monitor Professional coffee supply agreements and coordinate recurring customer orders and monthly supply requirements. Update Sales team members on quantities supplied under customer agreements. Communicate relevant product, service, and coffee updates to the team when received from regional teams. Prepare location transfers and miscellaneous orders when required. Maintain customer-service reports and reporting tools on a weekly and monthly basis. Support the management of customer agreements and key accounts handled through the Customer Relations Center.
Requirements
Minimum 1 year of experience in customer service or a related field. Fluent communication skills in Arabic and English. Good computer literacy and ability to work with customer and order-management systems. Excellent verbal and written communication skills. Strong customer-service and interpersonal skills. Ability to handle multiple tasks and priorities effectively. Ability to work efficiently under pressure. Strong attention to detail and accuracy when entering and processing customer information. Good organizational and follow-up skills. Ability to coordinate effectively with multiple internal departments. Professional approach to handling customer complaints and resolving service issues.