Customer Service Specialist

About the role

We are looking for a Customer Service Specialist to provide assistance to our clients through phone, email and other communication channels. The role focuses on resolving inquiries and complaints promptly to ensure high customer satisfaction and a positive experience.

Key responsibilities

• Welcome and greet customers, assess their needs and determine the appropriate handling method.
• Respond to inquiries via phone, email and other channels, providing accurate information.
• Follow up on requests received through various systems and ensure timely resolution.
• Manage complaints, track them to resolution and keep customers informed.
• Record and update customer data in approved systems and compile related statistics.
• Escalate recurring issues to relevant departments, monitor progress and communicate updates to customers.
• Adhere to defined KPIs and service level standards.
• Identify obstacles affecting customer experience and collaborate with stakeholders to improve service quality.

Required profile

• Diploma or Bachelor’s degree in a relevant field.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and customer‑focused attitude.
• Ability to work under pressure and manage time efficiently.
• Previous experience in customer service or call centre environments is preferred.

Required skills

• Proficiency with Microsoft Office applications.