Customer Experience Support Officer

A. Customer Support & ExperienceRespond to escalated customer inquiries from contact center channels (calls, SMS, Telegram, email, etc.)Provide clear, accurate, and timely responses to customersMaintain a professional, empathetic, and customer-focused approach in all interactionsEnsure consistent communication and follow-up with customers until resolutionEducate customers on products, services, and processes where necessaryRespond to escalated customer inquiries from contact center channels (calls, SMS, Telegram, email, etc.)Provide clear, accurate, and timely responses to customersMaintain a professional, empathetic, and customer-focused approach in all interactionsEnsure consistent communication and follow-up with customers until resolutionEducate customers on products, services, and processes where necessaryB. Complaint Handling & ResolutionRegister and categorize customer complaints in the systemInvestigate complaints by coordinating with relevant departments (Credit, Operations, IT, Collections, etc.)Track complaint progress and ensure timely resolution based on SLAEscalate complex or high-risk issues to management when necessaryEnsure proper closure of complaints with customer confirmationMaintain complete and accurate documentation of all casesRegister and categorize customer complaints in the systemInvestigate complaints by coordinating with relevant departments (Credit, Operations, IT, Collections, etc.)Track complaint progress and ensure timely resolution based on SLAEscalate complex or high-risk issues to management when necessaryEnsure proper closure of complaints with customer confirmationMaintain complete and accurate documentation of all casesC. Coordination & Follow-UpAct as a liaison between the Contact Center and internal teamsFollow up with departments to ensure prompt action on customer issuesMonitor unresolved cases and proactively push for closureEnsure accountability of all stakeholders involved in issue resolutionAct as a liaison between the Contact Center and internal teamsFollow up with departments to ensure prompt action on customer issuesMonitor unresolved cases and proactively push for closureEnsure accountability of all stakeholders involved in issue resolutionD. Reporting & AnalysisPrepare daily, weekly, and monthly reports on:Number of complaints receivedResolution turnaround timePending and overdue casesKey customer pain pointsAnalyze trends and recommend improvements to enhance customer experienceSupport management with insights for service and process improvementPrepare daily, weekly, and monthly reports on:Number of complaints receivedResolution turnaround timePending and overdue casesKey customer pain pointsNumber of complaints receivedResolution turnaround timePending and overdue casesKey customer pain pointsNumber of complaints receivedResolution turnaround timePending and overdue casesKey customer pain pointsAnalyze trends and recommend improvements to enhance customer experienceSupport management with insights for service and process improvementE. Compliance & Quality AssuranceEnsure all customer interactions comply with company policies and regulatory requirementsMaintain confidentiality and data protection standardsSupport quality assurance initiatives to improve customer handling standardsEnsure all customer interactions comply with company policies and regulatory requirementsMaintain confidentiality and data protection standardsSupport quality assurance initiatives to improve customer handling standards3. Key Performance Indicators (KPIs)Complaint resolution turnaround time (TAT)% of complaints resolved within SLACustomer satisfaction (CSAT) scoreFirst response timeReduction in repeat complaintsCase closure quality and accuracyComplaint resolution turnaround time (TAT)% of complaints resolved within SLACustomer satisfaction (CSAT) scoreFirst response timeReduction in repeat complaintsCase closure quality and accuracy

A. Customer Support & Experience Respond to escalated customer inquiries from contact center channels (calls, SMS, Telegram, email, etc.) Provide clear, accurate, and timely responses to customers Maintain a professional, empathetic, and customer-focused approach in all interactions Ensure consistent communication and follow-up with customers until resolution Educate customers on products, services, and processes where necessary B. Complaint Handling & Resolution Register and categorize customer complaints in the system Investigate complaints by coordinating with relevant departments (Credit, Operations, IT, Collections, etc.) Track complaint progress and ensure timely resolution based on SLA Escalate complex or high-risk issues to management when necessary Ensure proper closure of complaints with customer confirmation Maintain complete and accurate documentation of all cases C. Coordination & Follow-Up Act as a liaison between the Contact Center and internal teams Follow up with departments to ensure prompt action on customer issues Monitor unresolved cases and proactively push for closure Ensure accountability of all stakeholders involved in issue resolution D. Reporting & Analysis Prepare daily, weekly, and monthly reports on: Number of complaints received Resolution turnaround time Pending and overdue cases Key customer pain points Analyze trends and recommend improvements to enhance customer experience Support management with insights for service and process improvement E. Compliance & Quality Assurance Ensure all customer interactions comply with company policies and regulatory requirements Maintain confidentiality and data protection standards Support quality assurance initiatives to improve customer handling standards 3. Key Performance Indicators (KPIs) Complaint resolution turnaround time (TAT) % of complaints resolved within SLA Customer satisfaction (CSAT) score First response time Reduction in repeat complaints Case closure quality and accuracy