Customer Service / Support Personnel

Job title : Customer Service / Support Personnel

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.

Key Responsibilities

• 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.

Requirements

• 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.