Customer Support Officer

The Customer Support Officer’s principal responsibility is to provide support to customers through various mediums of communication, primarily telephone, chat, and email. We are looking for an individual who is passionate about helping people, thrives in fast-paced environments, and shares our belief in providing financial empowerment.

Our strategic objective is to continually realign operational or delivery capabilities with customer expectations. You will help build strong relationships both internally and externally as well as drive collaboration and best practices company-wide.

As the first line of contact with our users, you’ll be the face of Power, turning every support interaction into an opportunity to create an exceptional customer experience.

DUTIES AND RESPONSIBILITIES:

• Respond promptly and professionally to customer inquiries via email, chat, phone, or social media.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.
• Document interactions and customer feedback in our support system via the CRM.
• Collaborate with cross-functional teams such as Product, Engineering, and Sales to escalate and resolve issues.
• Identify and suggest process improvements based on customer feedback.
• Maintain a high level of product knowledge to effectively assist customers.
• Contribute to building and updating the knowledge base and FAQ resources.

PREFFERED SKILLS AND QUALIFICATIONS:

• Diploma or Bachelor's degree in Business, Finance, Customer Service, or related field
• Minimum 3 years experience in a call centre or customer service environment.