Customer Service Specialist

Job Summary

Customer Service Specialist leads Customer Services Officers at ACD and ensure all inquiries are registered and are well communicated with both the ACD relevant authorities and external parties. Moreover, the Customer Service Specialist takes lead and does the entire planning for better service delivery purposes.

Job Details

Date Posted: 16 Dec 2017 Reference: ACD/SCRTFP-PIU/2017/039 (Re-advertisement )
Closing Date: 22 Dec 2017 Work Type: Full Time
Number of Vacancies: 1 Gender: Any
Functional Area: Administrative Open Ended: NO
Nationality: Afghan Salary Range: As per NTA Salary Scale Policy
Contract Type: Permanent Years of Experience: 5 Year(s)
Contract Duration: 0 Year(s) & 6 Month(s) Extension Possibility: Yes
Probation Period: 3 Months
Duties and Responsibilities

• Identify and implement new processes to improve customer services
• Receive complaints from customers and provide a solution
• Tracks proposed solutions and follows up with customers/ clients regularly
• Prepares documents and reports
• Assess the processes, suggest corrective action plans, and implement it
• Trains Customer Service Officers
• Communicates customer feedback to various teams including technical and operation departments in order to improve the overall customer service
• Maintain a working knowledge of Customs scope of work, services, policies and procedures
• Escalate unresolved issues with the relevant directorates and sub-directorates if not resolved
• Improves quality service by recommending improved processes
• To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements
• Identify ways in which the team can further improve performance and service delivery to customers/ clients
• Attend all Customer Service team meetings, as required
• Foster respect, trust and cooperation within his/ her department
• Plan and implement departmental goals and make recommendations to the management to improve efficiency and effectiveness
• Assuming other duties and responsibilities which may be required from time to time, and beyond normal hours in order to ensure the smooth operations of
• Back up the data and keep it for future use purposes
• Identify the departmental need and communicate it with the relevant Director

Travels to Provinces

Require Travels to Provinces


• Has a good understanding of computer skills
• Possesses the ability to communicate effectively in person, over the phone and via text.
• Has strong leadership skills and the ability to work with others to resolve customer complaints.
• Exhibits self-motivation, the ability to multitask and pay close attention to small details.
• Can think logically to provide answers to customer questions as well as resolutions for various issues that may arise.


a. Education
• Bachelor Degree in Communication, Business Administration, Economics, Social Science or other relevant fields (Master degree is preferred and possession of
relevant Master degree will reduce the number of years’ experience to three (3)

b. Work Experience and Computer Skills
• 5 years of previous experience in Customer Service, and Operations
• Experience as a team leader is desirable
• Excellent command of both oral and written, in at least one of the local languages (Dari and Pashto) is required.
• Excellent knowledge of office applications and important computer programs is require
• Experience with SharePoint a plus

Job Location

Afghanistan - Kabul


Bachelors Degree, Administrative

Submission Guideline

Qualified candidates may submit their applications including an updated Curriculum Vitae (CV) and must indicate the vacancy number and post title in the subject line of their submission while applying for this position through e-mail.
Applications with no vacancy number and post title on the subject line will not be considered as genuine submission.

Submission Email