Customer Support Officer

Power Financial Wellness is looking for a Customer Support Officer.

DUTIES AND RESPONSIBILITIES:

• Respond promptly and professionally to customer inquiries via email, chat, phone, or social media.

• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.

• Document interactions and customer feedback in our support system via the CRM.

• Collaborate with cross-functional teams such as Product, Engineering, and Sales to escalate and resolve issues.

• Identify and suggest process improvements based on customer feedback.

• Maintain a high level of product knowledge to effectively assist customers.

• Contribute to building and updating the knowledge base and FAQ resources.

PREFFERED SKILLS AND QUALIFICATIONS:

• Diploma or Bachelor's degree in Business, Finance, Customer Service, or related field

• Minimum 3 years experience in a call centre or customer service environment. 

Important Note: 

Here are our operational details:

• Working Hours: This role requires a commitment of 56 hours per week, operating on a shift pattern from 7:00 am to 7:00 pm. These hours are scheduled on a ROTA basis across seven days a week; candidates will be expected to work Saturdays and Sundays as part of the regular team rotation.

• Shift Pattern: Team members work 5 days in a 7-day cycle (Sunday to Saturday).

• Availability: Must be available for Saturdays, Sundays, and holidays, as shifts are assigned based on business needs.

• Compensation: Compensatory leave is offered for work during these times.