Customer Support Officer

Responsibilities:

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
• Preparing and completing action plans, implementing production, productivity, quality, and customer-service standards.
  
• Resolving problems, completing audits, identifying customer service trends and determining system improvements.
• Improve customer service quality results by studying, evaluating, and re-designing processes;
• Establishing and communicating service metrics;
• Monitoring and analyzing results and implementing changes.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  
• Provide project customer services for MDAs, corporate and individuals.
  
• Manage large amounts of incoming calls.
  
• Identify and assess customers’ needs to achieve satisfaction.
  
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
  
• Provide accurate, valid, and complete information by using the right methods/tools.
  
• Meet personal/customer service team sales targets and call handling quotas.
  
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  
• Keep records of customer interactions, process customer accounts and file documents
  
• Follow communication procedures, guidelines, and policies.
  
• Take the extra mile to engage customers.

Requirements:

• Minimum BSc
• 1 year of previous work experience in similar role