Customer Service Specialist

PURPOSE OF THE ROLE

The Customer Service Specialist is responsible for delivering world‑class customer support to US‑based customers across multiple channels, including inbound calls, email, and chat. This role focuses on resolving queries efficiently, ensuring customer satisfaction, and maintaining service excellence in a fast‑paced call centre environment

• Serve as the first point of contact for customers with a friendly, patient, and solution‑focused approach.
• Listen actively to understand customer needs, concerns, and expectations.
• Provide clear and accurate information about products, services, and account details.
• Resolve customer queries with urgency while maintaining high quality and service excellence.
• Ensure customers feel heard, appreciated, and fully assisted before ending the interaction.
• Handle sensitive or complex issues with professionalism, discretion, and empathy.

• Deliver service that aligns with client expectations, quality guidelines, and compliance standards.
• Maintain accurate and detailed records of customer interactions on CRM systems.
• Follow communication guidelines and processes designed to protect customer data and enhance service consistency.
• Take ownership of customer issues and follow through where necessary to ensure full resolution.
• Provide feedback on customer trends to support continuous service improvement.

• Participate in coaching, feedback, and training sessions to refine service skills.
• Support team targets and contribute to a positive, service‑driven team environment.
• Share ideas for improving customer experience, workflows, or operational processes.
• Collaborate with colleagues to ensure seamless service delivery across the campaign.

• Matric or Equivalent qualification
• Minimum 1 years’ Customer Service or Call Centre Experience
• International Campaign experiences is advantageous
• Ability to work in US hours and weekends.
• Reliable transport for late shifts

• Proactive and self-motivated
• Energetic and target‑driven
• Professional and customer‑orientated
• Adaptable to changing business needs
• Strong work ethic and accountability
• Clear communication skills