Customer Support Officer

Job Summary

The Customer Support Officer is responsible for assisting customers with their inquiries, resolving complaints, providing product or service information, and ensuring a positive customer experience. The role involves handling customer communications, maintaining accurate records, coordinating with internal departments, and ensuring timely resolution of customer issues.

Key ResponsibilitiesCustomer Service

• Handle customer inquiries through phone calls, emails, live chat, and other communication channels.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer complaints and concerns professionally and promptly.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Maintain a polite, professional, and customer-focused approach.

Complaint and Query Management

• Identify customer issues and provide appropriate solutions.
• Escalate complex or unresolved issues to the relevant department or supervisor.
• Track complaints and ensure timely resolution within agreed service timelines.
• Maintain records of customer interactions, feedback, and resolutions.

CRM and Documentation

• Update customer information and interaction history in the CRM system.
• Maintain accurate records of inquiries, complaints, requests, and follow-ups.
• Prepare daily, weekly, or monthly customer support reports as required.
• Ensure customer information is handled confidentially and securely.

Coordination and Customer Satisfaction

• Coordinate with sales, operations, billing, and technical teams to resolve customer issues.
• Collect customer feedback and identify areas for service improvement.
• Support customer retention by providing timely and effective assistance.
• Follow company policies, service standards, and quality guidelines.

Required Skills

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience, empathy, and a customer-first attitude.
• Basic computer knowledge and MS Office skills.
• Familiarity with CRM and ticketing systems is an advantage.
• Good time management and organizational skills.
• Ability to handle multiple customer requests efficiently.

Qualifications

• Bachelor's degree or relevant educational qualification.
• Freshers may apply, depending on company requirements.
• Previous experience in customer service, customer support, or call center operations is an advantage.
• Knowledge of English and relevant regional languages, depending on the customer base.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT).
• First-contact resolution rate.
• Average response and resolution time.
• Number of complaints resolved.
• Customer feedback and service quality scores.
• Adherence to service-level agreements (SLAs).
• Customer retention and escalation rates.

Key Objective

To deliver excellent customer service by resolving inquiries efficiently, maintaining strong customer relationships, and ensuring a positive customer experience that supports customer satisfaction and business growth.

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Ability to commute/relocate:

• Guduvanchery Lake, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Customer support: 1 year (Preferred)

Work Location: In person