Customer Support Officer (225-709)

As a Customer Support Officer, you will be at the forefront of our company's customer service operations, providing exceptional support and assistance to ensure customer satisfaction and loyalty. Your primary role will be to serve as a point of contact for our clients, addressing their queries, resolving issues, and elevating their customer experience. You will need to be highly communicative, with impeccable problem-solving skills and a patient, empathetic approach to dealing with customers. With an eye for detail and a proactive nature, you will strive to understand customer needs and priorities and align them with the right solutions from our product suite. As a key team player, you will collaborate with various departments to ensure that customer feedback is interpreted and utilized to improve service delivery and product offerings.

Responsibilities

• Respond promptly and courteously to customer inquiries through various communication channels.
• Resolve product or service problems by clarifying customer complaints and following up.
• Keep accurate records of customer interactions and transactions using CRM tools.
• Assist customers with product selections and provide them with detailed information.
• Coordinate with internal departments to expedite solutions and meet customer needs.
• Follow up with customers to ensure their concerns have been addressed satisfactorily.
• Report recurring issues to management for further investigation and resolution.
• Contribute to developing and implementing customer service policies and procedures.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Provide support and guidance to junior customer service staff as needed.
• Continuously update personal knowledge of company products and services.
• Collaborate in team meetings to share insights and develop service improvement strategies.

Requirements

• Proven experience as a Customer Support Officer or in a similar role.
• Excellent communication skills, both verbal and written, are essential.
• Strong problem-solving skills and the ability to think critically and analytically.
• Demonstrated patience and the ability to remain calm under pressure.
• Proficient in using CRM software and other communication tools.
• Ability to work independently as well as in a team-oriented environment.
• A customer-oriented attitude with a commitment to exceeding client expectations.