About this role
As a Senior Customer Support Officer, you will be responsible for overseeing and guiding a team of support staff, ensuring a high level of customer satisfaction. Your expertise will be crucial in handling complex customer inquiries and providing timely and accurate solutions. This role offers an opportunity to make a significant impact on our customer support strategy and overall business success.
• Lead and manage a team of customer support staff, providing guidance and support. • Handle complex customer inquiries and provide expert-level solutions. • Ensure timely and accurate responses to customer emails and chat messages. • Monitor and analyze customer feedback to identify trends and areas for improvement. • Collaborate with other departments to resolve customer issues and improve overall customer experience. • Train and mentor junior support staff, fostering a culture of continuous learning. • Maintain and update customer support knowledge base and documentation. • Conduct regular performance reviews and provide feedback to team members. • Stay updated with industry trends and best practices in customer support. • Represent the company professionally and maintain a positive brand image.
• Minimum 5 years of experience in customer support, with at least 2 years in a leadership role. • Excellent communication and interpersonal skills, with the ability to build rapport with customers. • Strong problem-solving and analytical skills, with a customer-centric approach. • Proficiency in using customer support tools and systems, including email and chat platforms. • Ability to work independently and manage multiple tasks simultaneously. • Experience in an international customer support environment is preferred. • Familiarity with CLM (Contract Lifecycle Management) processes is an asset. • Strong organizational skills and attention to detail. • Excellent time management and the ability to meet deadlines. • A positive and proactive attitude, with a passion for customer service.