Customer Support Officer

🕒 April 24

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Outsourcey

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🤝 B2B

🛍️ eCommerce

B2B • eCommerce • IT outsourcing

Outsourcey is a leading remote staffing agency specializing in connecting businesses with skilled offshore talent. They simplify the outsourcing process for companies ranging from startups to Fortune 500 firms, offering flexible staffing solutions without long-term contracts or setup fees. By leveraging a vast network of qualified professionals, Outsourcey helps clients reduce operational costs while improving efficiency and scalability, ensuring that businesses can effectively meet their project demands across various industries.

📋 Description

• Direct point of contact for customer telephone, email and social media enquiries • Build customer loyalty by creating a positive and responsive service experience with every customer interaction • Resolve simple customer enquiries at first point of contact • Direct complex queries or problems to appropriate team/department in a timely manner • Provide customers with accurate information • Accurately record customer calls and ensure calls are categorised correctly • Accurately maintain user database and profiles • Maintain VIP customer database • Manage VIP calls for information or assistance. • Produce and distribute VIP bonus rewards. VIP stationery monitored and restocked • Weekly reports produced and distributed as required. • Ensure required reports are completed accurately and within specified timeframes • Maintain FAQ information for all three brands and ensure they are correct at all times • Conduct analysis on customer enquiries and identify training needs for the business based on enquiry trends • Participate in the training of business departments where required • Requests for information logged, handled promptly and courteously. • Operational functions attended to on time and within guidelines. • Maintain a high level of understanding of internal

🎯 Requirements

• Customer Service Focused • Enjoys dealing with customer enquiries over the telephone, email and social media • Ability to resolve problems over the telephone through appropriate questioning techniques • Strong verbal and written communication skills • Effective time management/efficiency to deliver on goals • Attention to detail • Conflict resolution skills • Experience in a fast paced customer service environment within the retail industry • Demonstrated effective problem solving ability (takes ownership for actions and uses initiative to get results) • Retail POS application systems knowledge preferred • Strong PC Skills and good working knowledge of Microsoft Office suite • Understanding of ticketing service desk system. • Intermediate Experience Systems: Zendesk FranConnect (Wardrobe)

🏖️ Benefits

• Competitive salary • Opportunity to shape the HR function of a rapidly growing BPO. • Work closely with a team of industry leaders who have successfully scaled BPOs in the past. • Career growth and development opportunities.