Customer Service and Support Officer at Newchip Technologies

• We are looking for a motivated and customer-focused Customer Service and Support Officer to serve as the primary point of contact for our clients. The ideal candidate will be responsible for resolving issues, answering queries, and ensuring a positive and consistent customer experience across various channels.

Key Responsibilities:

Customer Interaction and Resolution:

• Handle a high volume of inbound and outbound customer inquiries via phone, email, live chat, and social media platforms efficiently and professionally.
• Identify and assess customers' needs to achieve satisfaction, providing accurate, valid, and complete information by using the right methods/tools.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.

Documentation and Reporting:

• Process orders, forms, applications, and requests accurately and promptly.
• Keep detailed records of customer interactions, transactions, comments, and complaints in the Customer Relationship Management (CRM) system.
• Provide feedback on the efficiency of the customer service process and suggest ways to improve customer loyalty.

Product Knowledge and Compliance:

• Maintain expert knowledge of all company products, services, and promotions to provide accurate information to customers.
• Adhere to company policies, procedures, and service level agreements (SLAs) in all customer interactions.

Required Qualifications & Experience:

• Education: A minimum of a National Diploma (ND) or Higher National Diploma (HND) in any discipline. 
• Experience: Previous experience (Minimum 1-2 years) in a customer support, call center, or client-facing role is an advantage. Fresh graduates with strong communication skills are also encouraged to apply.

Skills:

• Exceptional Verbal Communication: Clear, pleasant, and professional speaking voice (crucial for phone support).
• Strong Listening and Empathy Skills: Ability to actively listen and handle difficult or irate customers calmly and effectively.
• Problem-Solving: Proven ability to analyze information quickly and propose effective solutions.
• IT Proficiency: Competency in using CRM software, Microsoft Office Suite, and basic computer applications.