Customer Liaison Officer

SUMMARY:
Are you a people-person with a passion for creating unforgettable customer experiences? We’re looking for a proactive, empathetic, and communication-savvy Customer Liaison Officer to serve as the critical link between our customers and our internal teams.
In this role, you'll be the voice of the customer—championing their needs, resolving their concerns, and ensuring every interaction is smooth, positive, and aligned with our service excellence standards.
Whether it’s answering inquiries, resolving complaints, or managing feedback, you'll play a vital role in maintaining and growing trust in our brand.

POSITION INFO:
JOB DESCRIPTION INFORMATION:

Job Title: Customer Liasson Officer
Employment Type: Permanent
Work Model: Onsite


JOB CONTEXT:
As a Customer Liaison Officer, you'll be the friendly face and trusted guide our clients rely on — the crucial link between customer needs and seamless service delivery. You'll take the lead in managing end-to-end project rollouts, ensuring every milestone is hit with precision and a smile. Whether you're troubleshooting complex queries, offering real-time support, or coordinating installations on-site, your mission is to make our customers feel informed, empowered, and valued.
Beyond problem-solving, you’ll also be a knowledge champion — delivering engaging training sessions that help clients make the most of our solutions. Your role will involve deep collaboration across internal teams to ensure every customer interaction is smooth, proactive, and positively memorable. If you thrive on building relationships, juggling multiple priorities, and turning challenges into opportunities, this is your time to shine.



Duties and Responsibilities:

• Follow a defined support process in order to support and assist customers with system related issues.
• Present UKS to potential customers, follow up on sales activities, generate leads for possible sales, develop new sales relationships, attend customer visits and demonstrations and support senior management in presenting the products to potential and existing customers.
• Organize or obtain training procedure manuals and guides and course materials such as handouts and visual material for training courses.
• Acts as a support, fielding questions and issues from staff related to the systems
• Prepare and deliver information to diverse audiences ensuring that you use an appropriate communication style, operate equipment correctly and represent the values of the Company.
• Identify customer training needs and communicate this to Training Department.
• Conduct customer training according to customer specification and project plans.

• Minimum 3 years’ library experience.
• Knowledge of Dewey, LCSH, AACR2 and MARC21 is advantageous.
• UNIX and Windows Operating System experience.
• Experience of a computerized library system.
• Experience on the Unicorn/Symphony Library Management System.
• Project Management knowledge is advantageous.
• Computer and technical support knowledge is advantageous.

• Degree or related qualification in Library and Information Science.