Customer Service Specialist

Job Description

• Inquiry Management:
  Handle high volumes of incoming inquiries through approved support channels (Email, Chat, Phone, and Ticketing systems).
• Issue Resolution:
  Identify and assess customers’ needs to achieve satisfaction; provide accurate, valid, and complete information by using the right methods/tools.
• Ticket Lifecycle Management:
  Open, track, and close customer support tickets within the agreed Service Level Agreements (SLAs), ensuring no backlogs and (FRT), CSAT Score, Accuracy Rate, Resolution Rate.
• Technical Coordination:
  Escalate complex technical issues or integration bugs to the technical team and follow up until a final resolution is reached.
• Documentation:
  Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
• Process Improvement:
  Identify recurring customer pain points and suggest improvements to the "Customer Journey" or the "Knowledge Base" to reduce repetitive tickets.
• Quality Assurance:
  Follow communication procedures, guidelines, and policies to ensure brand consistency and service quality.
• Ticketing Systems:
  Proven experience working with CRM and ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk, or Zoho).

• Experience:
  
  Minimum of 3–5 years of experience in customer support, contact centers, or a client-facing role.
• Education:
  
  Bachelor’s Degree in Business Administration, Communications, or a related field.