Customer Support Officer
Customer Support Officer
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
- Serve as the primary point of contact for customer inquiries complaints and feedback.
- Handle incoming calls emails and chat messages in a timely and professional manner.
- Provide accurate information about products services and policies.
- Resolve customer issues effectively or escalate complex cases to the appropriate team.
- Track log and manage support tickets in the companys CRM/helpdesk system.
- Follow up with customers to ensure their issues are fully resolved.
- Maintain up-to-date knowledge of company products services and system updates.
- Assist in onboarding new customers by guiding them through product usage and troubleshooting.
- Monitor and report recurring customer issues to management for process improvement.
- Contribute to team KPIs such as first response time resolution time and customer satisfaction scores.
- Support cross-functional teams (sales operations product) by relaying customer insights and feedback.
- Ensure compliance with company policies service-level agreements (SLAs) and quality standards.
- Bachelors degree (preferred) or equivalent experience in Customer Service Business or related fields.
- Proven experience in a customer support role (call center helpdesk fintech or tech-related industry a plus).
- Strong communication and interpersonal skills.
- Ability to remain calm and empathetic under pressure.
- Familiarity with CRM/helpdesk software (e.g. Zendesk Freshdesk Zoho Jira).
- Problem-solving and conflict resolution skills.
- Strong attention to detail and multitasking ability.
- Basic technical troubleshooting knowledge (where applicable).
Required Experience:
IC
Employment Type
Full-Time
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