Customer Services Support Officer is responsible for delivering effective customer support, guiding users through payment issues, and ensuring security protocols are upheld.
The Customer Services Support Officer shall have the following major duties and responsibilities:
- 1. Answer questions about accounts, transactions, payment options, fees, and platform features, ensuring customers understand the services.
- 2. Help customers set up accounts, reset passwords, update personal information, and manage other account-related needs.
- 3. Address and resolve common issues customers face, such as login problems, failed transactions, or pending payments, in a timely and professional manner.
- 4. Assist customers in tracking transaction statuses, including pending payments or refunds, and provide updates on expected processing times.
- 5. Support customers in initiating and managing disputes for unauthorized or incorrect transactions, following company protocols to resolve issues fairly.
- 6. Assist new users with account setup, document upload, and verification to ensure a smooth onboarding experience.
- 7. Collect feedback on services, pain points, or improvement areas during calls, providing insights to improve the customer experience.
- 8. Document common issues, frequently asked questions, and any recurring problems to inform the team and support continuous improvement.
- 9. Assist in conducting customer satisfaction surveys after interactions and strive to meet quality standards in every call.
- 10. Handle high call volumes during outages, downtime, or security incidents, providing customers with up-to-date information and expected resolution times.
- 11. Quickly escalate major security or technical issues to relevant departments, ensuring timely resolution and minimizing customer impact.
- 12. Serve as the primary point of contact for affected customers, keeping them informed and calm during incidents.
Qualification/Experience
Education:
Bachelor’s degree in business, communications, or a related field.
Experience
- * At least 3 years of experience in a customer service or support role, ideally within a call center or support desk environment.
- * Prior experience in digital payments, banking, fintech, or related industries is beneficial.
- * Experience in technical support or troubleshooting is a plus
- * Excellent communication, listening, and problem-solving skills to address customer inquiries and resolve issues professionally.
- * Skill in handling multiple tasks or tickets simultaneously, especially during high call volumes or busy periods.
