Customer Service Specialist

About the role

OSUS is seeking a Customer Service Specialist to enhance the experience of its clients across real‑estate projects. The role involves handling inquiries, complaints and feedback through multiple communication channels, ensuring high‑quality service that aligns with the company’s strategic goals.

Key responsibilities

• Develop and implement strategic customer experience plans in line with OSUS’s overall strategy.
• Communicate with customers via phone, email, chat or other channels, ensuring responses reflect their needs.
• Respond to inquiries and complaints, schedule follow‑ups, and analyse performance metrics to recommend corrective actions.
• Monitor all communication channels to guarantee they are up‑to‑date and operate professionally.
• Collect customer feedback before, during and after purchase to assess satisfaction and drive continuous improvement.
• Support brand‑building initiatives by providing customer insights to marketing and other relevant departments.
• Contribute to activities aimed at attracting new customers, retaining existing ones and achieving growth targets.

Required profile

• Strong orientation towards customer satisfaction and problem solving.
• Ability to analyse negative feedback, identify root causes and implement immediate solutions.
• Excellent communication skills across various channels.
• Team player who can collaborate with marketing, sales and other departments.

Required skills

• Proficiency with standard customer service tools and communication platforms.
• Experience in handling customer inquiries, complaints and feedback.