Support Officer – Virtual Relationship (225-818)

As a Support Officer – Virtual Relationship, you will play a pivotal role in fostering and maintaining strong, supportive relationships with clients through digital platforms. This position requires a blend of excellent communication skills, technical proficiency, and an aptitude for delivering top-notch customer service. You will be responsible for managing client interactions, addressing inquiries, and ensuring an effortless customer experience through virtual channels. The ideal candidate thrives in a fast-paced digital environment and is adept at using technology to create meaningful relationships without face-to-face interactions. Your primary goal is to ensure that our clients feel valued and supported, even when interactions are not in person.

Responsibilities

• Manage daily virtual interactions with clients to ensure seamless communication and support.
• Provide timely and accurate information to customer inquiries via digital channels.
• Monitor and respond to customer feedback to continuously improve service quality.
• Collaborate with team members to resolve complex client issues effectively.
• Utilize CRM systems to track customer interactions and maintain accurate records.
• Educate clients on digital platform features to enhance user experience.
• Implement customer service best practices to ensure satisfaction and retention.
• Develop and maintain strong relationships with key clients through proactive communication.
• Participate in training sessions to stay updated on new products and technology.
• Identify trends and escalate potential areas of improvement within digital processes.
• Prepare regular reports on customer interaction performance and feedback.
• Assist in the development of support documentation for future reference.

Requirements

• Bachelor’s degree in Business Administration, Communication, or related field preferred.
• Proven experience in customer support or relationship management roles.
• Excellent verbal and written communication skills are essential.
• Proficiency in using CRM and other digital communication tools.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving skills with a customer-focused approach.
• Ability to adapt quickly to new technology and industry trends.
• Adept at working independently and as part of a remote team.