Customer Service Specialist

Job Responsibilities

• Handle customer enquiries, requests, feedback and complaints through phone, email and other communication channels.

• Provide accurate information on products, services, procedures and company policies.

• Follow up on customer cases to ensure timely and satisfactory resolution.

• Coordinate with internal departments to resolve service-related issues.

• Manage escalated customer cases professionally and provide appropriate service recovery where required.

• Maintain accurate records of customer interactions, complaints and follow-up actions.

• Monitor recurring customer issues and highlight areas for service improvement.

• Build and maintain positive relationships with customers.

• Assist in tracking customer service performance and preparing reports.

• Support customer engagement, retention and service improvement initiatives.

• Perform other customer service and administrative duties as assigned.
  

Job Requirements

• Degree in Business, Marketing, Customer Service or a related discipline.

• At least 1 year of relevant customer service experience is preferred.

• Strong communication and interpersonal skills.

• Customer-focused with good problem-solving and conflict-resolution skills.

• Able to handle difficult customers calmly and professionally.

• Good organizational and follow-up skills.

• Proficient in Microsoft Office applications.

• Able to work independently and in a team environment.