Our client seeks to hire a high-performing customer support officer. The representative will be responsible for maintaining high customer satisfaction, handling client inquiries, resolving complaints, and providing product/service information to clients.
Skills & Competencies

• Excellent interpersonal and relationship-building skills.
• Proven customer support experience or experience as a Client Service Representative.
• Strong oral and written communication skills.
• Detail-oriented and able to take ownership of assigned tasks.
• Accountable and dependable.
• Strong organization and time management abilities.
• Proficiency in the use of MS Office suite.

Demands of the Job

• Ability to manage difficult situations and customers.
• Keen attention to detail.
• Customer orientation and ability to adapt/respond to different types of characters.
• Able to work under pressure and with minimal supervision.
• Time and priority management skills.
• Integrity and professionalism in dealing with confidential information.

JOB DESCRIPTION:
Client Support/Communication
1. Respond to customer inquiries and complaints via all our customer service channels.
2. Handle complaints, provide appropriate solutions within the time limits, and follow up to ensure resolution.
3. Identify and access client’s needs to achieve satisfaction.
4. Provide accurate, valid, and complete information to clients by using the right tools.
5. Ensure that clients know that they can email or call the support channels for help and assistance on issues or knowledge gaps.
Reporting
1. Forward and escalate issues to relevant departments and stakeholders.
2. Understand key roles and reporting lines as well as client expectations.
Training
1. Provide an excellent onboarding experience to new clients.
2. Offer training sessions on both group and individual basis – in person, online, and via phone.
Operations
1. Maintain comprehensive records and details of contact with the client.
2. Collect accurate and timely client information to enable the service.
3. Understand key roles and reporting lines as well as client expectations.