Job Title: Customer Support Officer
About The Role:
To provide helpful information, answer questions, respond to complaints, and maintain records of customer inputs to ensure customer satisfaction and deliver professional customer support.
What Will You Do:
- Communicating with Customer through various official Channels such as calls/ emails or other customer care service inquiries by implementing decided procedure & Service Standard to Maintain a positive, empathetic, and professional attitude toward customers at all times
- Giving Follow to customers, provide feedback based on decided Service Quality Standard to Ensure customer satisfaction and provide professional customer support
- Give Respond, Proceed & Monitor customer queries, track progress of solvency, route, and redirect problems appear to correct resources to follow up the queries accurately & based on service quality standard
- Escalate unresolved queries to the next level of support, then follow up until the case close to Solve the queries accurately & based on service quality standard
- Keeping records and update data of customer interactions, process customer accounts, and file documents to ensure the data can are complete, accountable and reliable for any related decision or analysis
- Active in updating, keep Up & knowing Doku product inside and out to be able to respond customer queries accurately based on Services Quality Standard.
- Active in giving input for improvement based on working process problem identification for the purpose of realizing continuous improvement in Expert Care team
Soft Skill Requirements:
- Strong communication, empathy, and active listening skills.
- Excellent problem-solving and time management abilities.
- High attention to detail and ability to work under pressure.
Technical Skill Requirements:
- Familiarity with customer service software and CRM systems.
- Knowledge of DOKU products and services.
