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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.
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