Sr Customer Support Officer

Digitide; Chennai District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Digitide in Chennai is seeking a Senior Customer Support Officer to lead a team, handle complex inquiries, and shape our support strategy. You will ensure timely and accurate responses and collaborate across departments.

The role requires 5+ years in customer support, including leadership, strong communication, problem-solving, and a customer-centric mindset. International exposure and CLM familiarity are valued.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer support

Communication

Problem solving

Time management

Analytical thinking

Team mentoring

CRM tools

Tools

Email platforms

Chat platforms

Job description

Job Description:

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.

Responsibilities

• 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.

Qualifications

• 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.