Customer Support Officer
Core
Providing vital support to a busy complaints team by making outbound calls to gather information, provide updates, and ensure a positive customer experience.
Role type
Customer Support Officer (Complaints Resolution)
Builds
Customer complaint resolution process
Domain
Customer Service / Complaints Management
Deliverable
client delivery
Required skills
Outbound calling, Ticket management, Report generation (Excel), Record maintenance, Administrative support, Multi-priority management
Responsibilities
Make outbound calls to customers to gather information and provide updates on complaints; Raise and manage tickets within internal systems; Generate and maintain reports using Excel; Update and maintain accurate customer records and documentation; Monitor outstanding actions and ensure timely follow-up; Assist with managing and reviewing customer feedback including Google Reviews; Undertake general administrative duties to support the complaints team.