The Customer Support Officer is responsible for addressing customer inquiries through various channels, resolving issues, maintaining databases, and enhancing customer loyalty through effective service and support initiatives.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Customer Service Focused
- • Enjoys dealing with customer enquiries over the
- telephone, email and social media
- • Ability to resolve problems over the telephone
- through appropriate questioning techniques
- • Strong verbal and written communication skills
- • Effective time management/efficiency to
- deliver on goals
- • Attention to detail
- • Conflict resolution skills
- Experience in a fast paced customer service
- environment within the retail industry
- • Demonstrated effective problem solving ability
- (takes ownership for actions and uses initiative
- to get results)
- • Retail POS application systems knowledge
- preferred
- • Strong PC Skills and good working knowledge
- of Microsoft Office suite
- • Understanding of ticketing service desk system.
- • Intermediate Experience
- Systems: Zendesk
- FranConnect (Wardrobe)
Core responsibilities:
- Direct point of contact for customer telephone, email and social media enquiries
- • Build customer loyalty by creating a positive and responsive service experience with
- every customer interaction
- • Resolve simple customer enquiries at first point of contact
- • Direct complex queries or problems to appropriate team/department in a timely manner
- • Provide customers with accurate information
- • Accurately record customer calls and ensure calls are categorised correctly
- • Accurately maintain user database and profiles
- • Maintain VIP customer database
- • Manage VIP calls for information or assistance.
- • Produce and distribute VIP bonus rewards.
- VIP stationery monitored and restocked
- • Weekly reports produced and distributed as required.
- • Ensure required reports are completed accurately and within specified timeframes
- • Maintain FAQ information for all three brands and ensure they are correct at all times
- • Conduct analysis on customer enquiries and identify training needs for the business
- based on enquiry trends
- • Participate in the training of business departments where required
- • Requests for information
- logged, handled promptly
- and courteously.
- • Operational functions
- attended to on time and
- within guidelines.
- • Maintain a high level of
- understanding of internal
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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