Customer Care Officer job at Momeasy Enterprises Limited

Company Overview

Momeasy Enterprises Limited is an international brand that specializes in the manufacture and distribution of baby and mother care products. The company was founded in 2001 and operates with the mission of “Making Motherhood Easier” by providing safe, innovative, and high-quality products for mothers and infants. The company produces a wide range of baby products designed for children from newborn to about 12 years old. These products include feeding bottles, pacifiers, baby cups, breast pumps, baby bathtubs, walkers, sterilizers, baby skincare items, wipes, and other childcare accessories.

Role Purpose

As a Customer Care Officer, you will be the primary point of contact for our customers. Your goal is to ensure every customer feels heard, supported, and valued. You will manage inquiries, resolve complaints with empathy, and provide detailed product information to drive customer satisfaction and loyalty.

Key Responsibilities

1. Customer Support & Communication

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media platforms.
• Provide accurate information regarding product features, pricing, availability, and usage instructions.
• Guide customers through the purchasing process and assist with order placement.

2. Issue Resolution & Retention

• Handle customer complaints or product concerns with empathy and a "solution-first" mindset.
• Coordinate with the logistics and warehouse teams to track shipments and resolve delivery delays.
• Process returns, exchanges, and refunds in accordance with company policy.

3. Data Management & Reporting

• Maintain detailed records of customer interactions, comments, and complaints using our CRM system.
• Identify recurring trends in customer feedback and report them to the management team to help improve products or services.
• Follow up with customers to ensure their issues are fully resolved and to gather feedback.

4. Brand Advocacy

• Upsell or cross-sell relevant products by understanding the specific needs of the parent and child.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Required Skills & Qualifications

• Education: Diploma or Degree in Public Relations, Communication, Business Administration, or a related field.
• Experience: Minimum of 1–2 years in a customer service role (experience in retail, FMCG, or maternal/baby products is a major plus).
• Communication: Exceptional verbal and written communication skills with a warm, patient tone.
• Tech-Savvy: Proficiency in CRM software, Microsoft Office Suite, and social media management tools.
• Problem-Solving: Ability to remain calm under pressure and think creatively to resolve conflicts.

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media platforms.
• Provide accurate information regarding product features, pricing, availability, and usage instructions.
• Guide customers through the purchasing process and assist with order placement.
• Handle customer complaints or product concerns with empathy and a "solution-first" mindset.
• Coordinate with the logistics and warehouse teams to track shipments and resolve delivery delays.
• Process returns, exchanges, and refunds in accordance with company policy.
• Maintain detailed records of customer interactions, comments, and complaints using our CRM system.
• Identify recurring trends in customer feedback and report them to the management team to help improve products or services.
• Follow up with customers to ensure their issues are fully resolved and to gather feedback.
• Upsell or cross-sell relevant products by understanding the specific needs of the parent and child.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Exceptional verbal and written communication skills with a warm, patient tone.
• Proficiency in CRM software, Microsoft Office Suite, and social media management tools.
• Ability to remain calm under pressure and think creatively to resolve conflicts.

• Diploma or Degree in Public Relations, Communication, Business Administration, or a related field.
• Minimum of 1–2 years in a customer service role (experience in retail, FMCG, or maternal/baby products is a major plus).