Customer Support Officer at Smash Technology

Job Title: Customer Support Officer

Job Summary

• The Customer Support Executive is responsible for handling customer inquiries and providing timely and efficient support across multiple channels, including phone, email, and chat.
• This role requires excellent communication skills, problem-solving abilities, and a customer-first mindset.
• The ideal candidate will have a passion for helping others and ensuring customer satisfaction through exceptional service.

Key Responsibilities
Customer Inquiry Handling:

• Serve as the first point of contact for customers via phone, email, live chat, or other communication channels.
• Address and resolve customer inquiries regarding products, services, or account-related questions in a timely and professional manner.
• Provide clear, accurate, and helpful information to customers, ensuring their questions are answered to their satisfaction.

Issue Resolution:

• Troubleshoot and resolve technical or service-related issues faced by customers, offering step-by-step guidance.
• Collaborate with other teams, such as technical support or product teams, to resolve more complex issues.
• Ensure customer complaints or concerns are handled appropriately and escalated if needed for further resolution.

Product and Service Knowledge:

• Maintain a deep understanding of the company’s products, services, and policies to provide informed responses.
• Stay up to date with product updates, new features, and service changes to effectively assist customers.
• Assist customers in navigating company websites, tools, or applications, providing guidance on how to use various features.

Documentation and Reporting:

• Accurately log and track customer interactions and issues in the customer support management system (CRM).
• Maintain clear and concise records of customer interactions, including questions, concerns, and resolutions.
• Provide feedback to the management team regarding recurring issues, customer feedback, or areas for improvement.

Customer Satisfaction:

• Ensure a high level of customer satisfaction by providing friendly, helpful, and prompt service.
• Follow up with customers to ensure that issues are fully resolved and that they are satisfied with the solution provided.
• Strive to exceed customer expectations and enhance their overall experience with the company.

Team Collaboration:

• Work closely with other members of the customer support team to ensure consistent service quality.
• Participate in team meetings and training sessions to improve service quality and personal skills.
• Assist in creating and updating FAQs, help guides, and other customer-facing support materials.

Customer Retention:

• Identify opportunities to improve customer loyalty by offering solutions, promoting products, or offering services that match customer needs.
• Provide an excellent customer experience that encourages repeat business and referrals.

Skills and Qualifications

• Educational Requirements: A High School Diploma or equivalent (Bachelor’s degree preferred in customer service or related field).
• Experience: 2 – 5 years of experience in customer service or support roles.
• Communication Skills: Strong verbal and written communication skills with a focus on customer service.
• Problem-Solving: Ability to troubleshoot issues and offer clear solutions to customers.
• Empathy and Patience: Ability to remain calm and empathetic when dealing with upset or frustrated customers.
• Technical Proficiency: Familiarity with customer service tools, such as CRM software (e.g., Zendesk, Freshdesk, Salesforce), and the ability to use computer systems effectively.
• Attention to Detail: High attention to detail when documenting customer interactions and resolving issues.
• Time Management: Ability to handle multiple inquiries simultaneously and prioritize tasks effectively.
• Teamwork: Willingness to collaborate with colleagues to deliver exceptional customer service.

Working Conditions:

• Full-time position (may include evening or weekend shifts, depending on business needs).
• Work from the office or remote options available based on the company policy.
• May require occasional overtime during peak periods (e.g., holidays, product launches).

Application Instructions:

The application deadline is 16th April, 2025. Therefore, qualified and interested candidates should forward their CV to: [email protected] using the Job Title as the email’s subject.