Customer Service Specialist
Core
Deliver excellent customer experience via telephone and email support, resolving inquiries and complaints while guiding customers on processes and products.
Role type
Customer Service Specialist
Builds
Customer support interactions and service quality monitoring
Domain
Customer Service
Deliverable
client delivery
Required skills
telephone support, email support, complaint resolution, process guidance, sales enquiry handling, customer research, mystery call execution, stakeholder communication, record keeping, KPI/SLA compliance
Responsibilities
Handle inbound and outbound customer contacts via phone and email; Resolve customer questions, concerns and complaints; Provide guidance on processes and product-related information; Support sales-related enquiries and direct requests to the appropriate teams; Perform customer research activities when required; Conduct mystery calls to monitor service quality; Communicate customer needs and outcomes to internal stakeholders; Maintain accurate records of customer interactions; Ensure compliance with KPIs and SLAs; Support continuous improvement of customer service processes.
