Job Purpose:
To ensure excellent customer service by providing prompt, efficient, and accurate support to clients. The Customer Support Officer acts as the first point of contact for customers, addressing their queries, resolving issues, and ensuring customer satisfaction while maintaining strong communication between clients and internal teams.
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Key Responsibilities:
· Handle customer inquiries via phone, email, or chat in a timely and professional manner.
· Provide accurate product and service information to customers.
· Log and track customer issues using internal systems and ensure timely resolution.
· Collaborate with technical and sales teams to resolve customer concerns effectively.
· Follow up with customers to ensure problems are resolved and satisfaction levels are met.
· Escalate unresolved issues to the appropriate departments as required.
· Maintain up-to-date knowledge of company products, services, and policies.
· Prepare and maintain records of customer interactions, transactions, and feedback.
· Assist in onboarding new clients by providing guidance and system support.
· Contribute to improving customer service processes through feedback and reporting.
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Qualifications & Experience:
· Diploma or Degree in Business Administration, Customer Service, IT, or related field.
· 1–3 years of experience in customer service or client support
· Proficient in Microsoft Office and CRM software.
· Excellent written and verbal communication skills (English & French).
· Strong problem-solving and multitasking abilities.
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Key Competencies:
· Customer-focused and service-oriented.
· Strong interpersonal and communication skills.
· Ability to work independently and as part of a team.
· Patience, empathy, and professionalism when dealing with clients.
· Analytical thinking and attention to detail.
· Ability to handle pressure and manage multiple priorities.
