Customer Service Specialist (Voice, Email, and Chat)

The Customer Service Specialist acts as the first point of contact for customers, ensuring every interaction provides an exceptional experience for both new and returning clients. This role manages communications across phone, email, and messaging platforms, delivering prompt support to keep enquiries, requests, and issue resolutions running efficiently across teams.

The position plays an important role in guiding customers through their journey, clarifying details, addressing concerns, and directing them to the right channels or team members when necessary.

Additional responsibilities outside the core scope may be assigned to contribute to broader business objectives.

Responsibilities

• Handle inbound and outbound customer enquiries through various communication channels, including phone, email, and chat.
• Serve as a reliable point of contact, ensuring prompt, professional, and courteous responses at all times.
• Understand customer needs by clarifying requests, providing relevant information, and assisting them through processes or digital platforms.
• Deliver empathetic and solution-oriented support when managing complaints, always prioritizing customer satisfaction.
• Collaborate effectively with internal teams, external partners, suppliers, and other stakeholders to maintain seamless operations.
• Keep customer data accurate and updated across integrated systems.
• Recognize and escalate urgent issues that could impact service quality or customer experience.
• Perform administrative and operational duties such as document management, process monitoring, and data entry with accuracy and attention to detail.

Performance Targets

• Achieve or surpass individual and team OKRs and KPIs as set by leadership.
• Place customer satisfaction and service quality at the center of all actions and decisions.
• Actively identify areas for process improvement and contribute ideas to enhance the overall customer experience.

Qualifications

• Excellent command of both spoken and written English.
• Experience managing high-volume customer communications and issue resolution, ideally within customer service, e-commerce, or contact center environments.
• Familiarity with call center, live chat, or messaging support operations is an advantage.
• Strong communication and active listening skills, with a clear, friendly, and professional phone presence.
• Empathetic, patient, and skilled at asking the right questions to identify and resolve customer needs.
• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
• Strong analytical and problem-solving mindset with ownership over tasks and outcomes.
• Proficient in navigating multiple digital systems and tools efficiently.
• Highly organized and detail-oriented, capable of maintaining accuracy while managing multiple responsibilities.
• Demonstrated ability to build and maintain customer relationships through effective communication and follow-through.
• A team player who collaborates well across departments to improve processes and drive overall performance.