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.