Customer Support Officer

Overview

We are looking for a dedicated Customer Support Officer to deliver exceptional service by effectively addressing customer queries and technical issues related to hardware and software products such as laptops, desktops, and printers. The role demands engagement in day shifts with flexibility to support 24/7 shifts as necessary while consistently meeting Service Level Agreements (SLAs).

Key Responsibilities

• Providing outstanding customer assistance during every interaction, addressing technical issues from both internal and external contacts.
• Helping end users minimize or prevent recurring problems by offering expert guidance.
• Ensuring SLAs are met by collaborating with support teams promptly.
• Responding thoroughly to inquiries regarding service, product specifications, repairs of current and discontinued products, parts, and customer entitlements.
• Working proactively with sales pursuit teams and guiding process improvements within support operations.
• Articulating solutions and recommendations clearly to clients.
• Maintaining professionalism and empathy across communication channels such as phone, email, chat, and secure messaging.
• Identifying customers at risk due to vulnerabilities and providing tailored support to ensure positive outcomes.
• Processing instructions accurately and on time across all contact points.
• Working collaboratively with internal departments and escalating issues when needed for swift resolution.
• Conducting due diligence on customer identification, documenting activities and reporting suspicious cases to financial crime units.
• Suggesting operational improvements to optimize workflows and enhance customer journey experiences.
• Completing required training and updates on industry standards, and supporting team engagement and corporate social responsibility activities.
• Coaching new team members, sharing knowledge for continuous improvement, and promptly reporting any concerns such as complaints, potential fraud, or policy breaches to management.

Experience & Eligibility

• A minimum of 18 to 24 months of relevant experience working in an international call center environment serving overseas clientele is essential.
• Experience in customer service, sales, or collections is highly beneficial.
• Backgrounds in banking, retail, or contact centers offer advantageous exposure.
• Capability to perform effectively in fast-paced and demanding environments is required.
• Graduation is not mandatory for applicants.