Customer Service Specialist

About the role

We are looking to hire a Customer Service Agent with strong experience in handling customer interactions across multiple channels. The ideal candidate should be professional, empathetic, solution‑oriented, and capable of maintaining high service quality while following structured playbooks and procedures.

Key responsibilities

• Handle customer inquiries through phone calls, live chat, direct messages, and social media platforms.
• Respond promptly and professionally to all incoming requests, ensuring a consistent and high‑quality experience.
• Manage and resolve complaints efficiently, de‑escalate angry customers, and provide solutions aligned with company policies.
• Accurately categorize, log, and maintain records of interactions, and escalate complex cases according to defined workflows.
• Meet defined KPIs such as response time, resolution time, and customer satisfaction, and continuously improve performance based on feedback.

Required profile

• Fluent in English (spoken and written) with at least 1 year of experience in customer service or support.
• Strong communication, interpersonal skills and high emotional intelligence to handle difficult or angry customers.
• Problem‑solving mindset focused on customer satisfaction and ability to multitask across multiple channels.

Required skills

• Proficiency with CRM systems, ticketing tools, or customer support platforms.
• Comfort managing conversations across phone, chat, and social media.
• Familiarity with tracking tools such as Google Sheets or internal dashboards.
• Ability to follow structured workflows, playbooks, SOPs, and knowledge‑base documentation.