Job
Description
Responsibilities The responsibilities of a Customer Support Officer are diverse and multi-faceted. These professionals are tasked with: ​ Responding to Inquiries: Addressing customer questions and concerns through various channels, including phone calls, emails, live chat, and social media. Resolving Complaints: Handling and resolving customer complaints in a timely and effective manner, ensuring the customer feels heard and valued. Managing Records: Keeping accurate records of customer interactions and transactions, noting any inquiries, complaints, and actions taken. Providing Information: Offering detailed information about products and services, including usage instructions, terms and conditions, and policy details. Building Relationships: Developing strong relationships with customers to foster loyalty and repeat business. Handling Returns and Exchanges: Managing returns, exchanges, and refunds in accordance with company policies. Collaboration: Working closely with other departments such as sales, marketing, and technical support to address complex customer issues. Proactive Engagement: Reaching out to customers proactively to offer assistance, gather feedback, or inform them about new products and services. Meeting Targets: Achieving individual and team performance metrics, such as customer satisfaction scores and response time benchmarks. Training and Development: Continuously improving knowledge of the company's products and services, and staying updated on industry trends and best practices. ​ Required skills To excel as a Customer Support Officer, several key skills are essential: ​ Communication Skills: Strong verbal and written communication abilities are crucial for interacting effectively with customers and colleagues. Problem-Solving Skills: The ability to think critically and find solutions to customer issues promptly. Patience and Empathy: Demonstrating patience and empathy is vital for managing difficult situations and providing excellent customer service. Attention to Detail: Ensuring accuracy in record-keeping and communication is important for maintaining trust and reliability. Multitasking Abilities: The capability to handle multiple inquiries and tasks simultaneously without compromising quality. Technical Proficiency: Familiarity with customer service software, databases, and tools. Time Management: Efficiently managing one's time to balance various responsibilities and meet performance targets. Team Collaboration: Working well within a team and coordinating efforts with other departments for a seamless customer experience. Learning Agility: The ability to quickly adapt to new information, tools, and processes, given the evolving nature of customer service roles. Positive Attitude: Maintaining a positive attitude, especially in challenging situations, to provide a pleasant customer experience. ​ Job Types: Full-time, Permanent Pay: ₹12,000.00 - ₹20,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Morning shift Experience: CSO: 1 year (Preferred) Location: Kochi, Kerala (Preferred) Work Location: In person Speak with the employer +91 7593 847 625
