Job Summary:
 The Customer Support Officer is the primary point of contact for customers seeking assistance or information regarding the company’s products or services. They provide timely and effective support to ensure a positive customer experience and resolution of queries or concerns.
 
Responsibilities:
Customer Assistance: Respond to customer inquiries via multiple channels (phone, email, chat, etc.) promptly and professionally, providing accurate information and guidance.
Issue Resolution: Troubleshoot and resolve customer issues or complaints by understanding the problem, determining the best solution, and following through to ensure resolution.
Product Knowledge: Develop a deep understanding of the company's products or services to address customer inquiries effectively and provide relevant information or assistance.
Documentation: Maintain detailed and accurate records of customer interactions, inquiries, complaints, and resolutions in the CRM system.
Escalation Handling: Escalate complex or unresolved issues to appropriate departments or higher management for further investigation and resolution.
Customer Feedback: Gather and relay customer feedback to relevant departments to improve products, services, or processes based on customer insights.
Process Improvement: Identify recurring issues or patterns in customer inquiries and suggest improvements to processes or FAQs to enhance customer support efficiency.
Follow-Up: Follow up with customers to ensure that their issues are resolved satisfactorily and inquire about their overall experience with the support provided.
 
Requirements:
Communication Skills: Excellent verbal and written communication skills to interact effectively with customers and convey information clearly.
Problem-Solving Abilities: Strong analytical and problem-solving skills to assess situations, identify issues, and propose effective solutions.
Empathy and Patience: Empathetic approach towards customers’ concerns and the ability to remain patient and calm, even in challenging situations.
Technical Proficiency: Comfortable using various software applications, CRM systems, and other tools to manage customer interactions efficiently.
Adaptability: Ability to adapt to new processes, tools, or situations in a dynamic customer support environment.
 
Qualifications:
Bachelor’s degree in Business Administration, Communication, or a related field; relevant experience may be considered in lieu of a degree.
Previous experience in customer service or support roles is advantageous.
Familiarity with CRM software and customer support tools is a plus.