The Customer Service Specialist serves as the frontline support for customers, ensuring every interaction delivers an exceptional experience for both new and existing clients. The role manages inbound and outbound communications across phone, email, and messaging channels, providing timely support to maintain a smooth flow of enquiries and resolutions across internal teams.This position plays a key role in assisting customers throughout their journey by clarifying information, resolving concerns, and guiding them toward appropriate next steps, including escalation to specialized teams when required.
Additional tasks beyond the core scope may be assigned to support the broader goals of the business. 

Key Responsibilities

• Manage inbound and outbound customer enquiries through multiple channels, including phone, email, and messaging platforms.
• Act as a central point of contact, ensuring timely and professional communication at all times.
• Identify customer needs by clarifying requests, assisting with inquiries, and guiding them through relevant processes or online interactions.
• Provide empathetic and solution-focused resolution to complaints, maintaining a strong emphasis on customer satisfaction.
• Coordinate effectively across internal departments, external partners, suppliers, and other key stakeholders.
• Maintain accurate and updated customer records within connected database systems.
• Identify and escalate priority issues that may impact service quality or customer experience.
• Perform administrative and operational support tasks such as document handling, process tracking, and data entry with strong attention to detail.

Performance Objectives

• Meet or exceed individual and departmental OKRs and KPIs as defined by leadership.
• Keep customer satisfaction and service excellence at the core of every decision and interaction.
• Proactively identify opportunities to streamline workflows and enhance the overall customer experience.

Qualifications, Skills, and Experience

• Fluent in both verbal and written English.
• Prior experience handling high-volume customer interactions and issue resolution, preferably in customer service, e-commerce, or contact centre environments.
• Experience in a call centre, live chat, or messaging support setup is an advantage.
• Excellent communication and active listening skills, with a clear, professional, and friendly phone manner.
• Demonstrated empathy, patience, and the ability to ask effective questions to understand and resolve customer needs.
• Proven ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• Strong problem-solving skills and ownership mindset, with the ability to resolve issues effectively and independently.
• High level of IT literacy and comfort in navigating multiple systems quickly.
• Strong organizational and administrative capabilities, maintaining accuracy while managing competing priorities.
• Demonstrated success in maintaining customer relationships through effective communication and process management.
• Collaborative and team-oriented, with experience working cross-functionally to coordinate efforts and enhance overall business performance.