Customer Service Officer

About ACR Consulting Ltd.

ACR Consulting Ltd. is a leading business development and franchising consulting firm committed to helping businesses in Africa and the Caribbean achieve sustainable growth and global competitiveness. We provide expert advisory services, franchising solutions, and strategic business support tailored to the needs of entrepreneurs and enterprises across emerging markets.

Position Summary

We are seeking a proactive and professional Customer Service Officer to serve as the first point of contact for our clients and prospects. The ideal candidate will have strong interpersonal skills, a problem-solving mindset, and a passion for delivering exceptional service. This role is essential to building and maintaining trust with clients and ensuring a seamless experience across all touchpoints.

Key Responsibilities

• Serve as the primary contact for client inquiries via phone, email, live chat, and in-person interactions.
  

• Provide accurate information about ACR Consulting’s services, offerings, and engagement processes.
  

• Support clients through the onboarding process and ensure their needs are effectively communicated to the appropriate internal teams.
  

• Manage customer service logs and maintain updated records in the CRM system.
  

• Handle and resolve client complaints or issues in a professional and timely manner, escalating complex matters as needed.
  

• Assist in scheduling consultations, meetings, and follow-up communications with clients and consultants.
  

• Monitor and respond to inquiries from social media and website contact forms.
  

• Prepare client satisfaction surveys and contribute to service improvement initiatives.
  

• Represent ACR Consulting’s brand values in all communications and interactions.

Qualifications and Experience

• OND/HND/Bachelor’s degree in Business Administration, Communications, or a related field.
  

• Minimum of 1–3 years of experience in customer service, preferably in a professional services or consulting environment.
  

• Excellent verbal and written communication skills.
  

• Strong organizational skills and attention to detail.
  

• Customer-focused attitude with a high degree of empathy and professionalism.
  

• Proficiency in Microsoft Office Suite and familiarity with CRM platforms.
  

• Ability to multitask and thrive in a fast-paced, client-facing role.
  

What We Offer

• A supportive and collaborative team environment.
  

• Opportunities to grow within a leading consulting firm with regional impact.
  

• Competitive salary and performance-based incentives.
  

• Training and development programs to enhance customer engagement skills.