Sr Customer Support Officer

As a Senior Customer Support Officer, you will be responsible for overseeing and guiding a team of support staff, ensuring a high level of customer satisfaction. Your expertise will be crucial in handling complex customer inquiries and providing timely and accurate solutions. This role offers an opportunity to make a significant impact on our customer support strategy and overall business success.

Responsibilities

• Lead and manage a team of customer support staff, providing guidance and support.
• Handle complex customer inquiries and provide expert-level solutions.
• Ensure timely and accurate responses to customer emails and chat messages.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Train and mentor junior support staff, fostering a culture of continuous learning.
• Maintain and update customer support knowledge base and documentation.
• Conduct regular performance reviews and provide feedback to team members.
• Stay updated with industry trends and best practices in customer support.
• Represent the company professionally and maintain a positive brand image.

Qualifications

• Minimum 5 years of experience in customer support, with at least 2 years in a leadership role.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Proficiency in using customer support tools and systems, including email and chat platforms.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience in an international customer support environment is preferred.
• Familiarity with CLM (Contract Lifecycle Management) processes is an asset.
• Strong organizational skills and attention to detail.
• Excellent time management and the ability to meet deadlines.
• A positive and proactive attitude, with a passion for customer service.