Customer Support Officer

Job Title: Customer Support Officer About The Role: To provide helpful information, answer questions, respond to complaints, and maintain records of customer inputs to ensure customer satisfaction and deliver professional customer support. What Will You Do: Communicating with Customer through various official Channels such as calls/ emails or other customer care service inquiries by implementing decided procedure & Service Standard to Maintain a positive, empathetic, and professional attitude toward customers at all times Giving Follow to customers, provide feedback based on decided Service Quality Standard to Ensure customer satisfaction and provide professional customer support Give Respond, Proceed & Monitor customer queries, track progress of solvency, route, and redirect problems appear to correct resources to follow up the queries accurately & based on service quality standard Escalate unresolved queries to the next level of support, then follow up until the case close to Solve the queries accurately & based on service quality standard Keeping records and update data of customer interactions, process customer accounts, and file documents to ensure the data can are complete, accountable and reliable for any related decision or analysis Active in updating, keep Up & knowing Doku product inside and out to be able to respond customer queries accurately based on Services Quality Standard. Active in giving input for improvement based on working process problem identification for the purpose of realizing continuous improvement in Expert Care team Soft Skill Requirements: Strong communication, empathy, and active listening skills. Excellent problem-solving and time management abilities. High attention to detail and ability to work under pressure. Technical Skill Requirements: Familiarity with customer service software and CRM systems. Knowledge of DOKU products and services.