Jeroid Ltd is looking for a customer-focused, responsive, and solution-oriented Customer Service/Support professional to provide excellent support to our customers, resolve enquiries, and ensure a positive customer experience across our platforms.
- Respond promptly and professionally to customer enquiries across available channels.
- Provide accurate information and support on the company's products and services.
- Handle customer complaints, concerns, and service-related issues effectively.
- Troubleshoot customer issues and provide appropriate solutions or escalate when necessary.
- Follow up on unresolved complaints and ensure timely resolution.
- Maintain a professional, helpful, and customer-focused approach in all interactions.
- Assist customers with account, transaction, product, or service-related enquiries.
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
- Identify recurring customer issues and provide feedback to the relevant teams.
- Escalate technical, operational, compliance, or other complex issues appropriately.
- Work closely with Operations, Product, Compliance, and other relevant teams to resolve customer concerns.
- Monitor customer feedback and identify opportunities to improve the customer experience.
- Maintain a strong understanding of the company\'s products, services, policies, and procedures.
- Ensure all customer interactions are handled confidentially and professionally.
- Meet assigned customer service, response-time, quality, and resolution targets.
- Prepare or contribute to customer service reports and performance updates.
- Stay informed about product updates, process changes, and company announcements.
- Carry out other customer support duties as may be assigned by management.
- Previous experience in customer service, customer support, client relations, or a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving and interpersonal skills.
- Ability to remain calm and professional when handling difficult customers or situations.
- Good attention to detail and ability to multitask.
- Strong follow-up and issue-resolution skills.
- Ability to work effectively in a fast-paced, customer-facing environment.
- Comfortable using customer service platforms, communication tools, and basic computer applications.
- Ability to work shifts, weekends, or public holidays where required.
- Experience in fintech, e-commerce, logistics, technology, or a similar industry is an advantage.