Customer Service and Support Officer at Newchip Technologies

About the Role

We are seeking 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 using the right methods and tools
• Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, 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 and Experience

Education

• Minimum of a National Diploma (ND) or Higher National Diploma (HND) in any discipline

Experience

• 1-2 years of previous experience in customer support, call center, or client-facing roles is an advantage
• Fresh graduates with strong communication skills are also encouraged to apply