Customer Service Specialist

Role Overview: 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 (DMs), and social media platforms • Respond promptly and professionally to all incoming customer requests • Ensure a consistent and high-quality customer experience across all communication channels • Manage and resolve customer complaints efficiently and professionally • Handle angry or dissatisfied customers with patience, empathy, and effective communication • De-escalate situations and provide appropriate solutions aligned with company policies • Follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs) • Ensure all responses and actions align with company tone, policies, and service standards • Maintain consistency in communication and case handling • Accurately categorize and log customer interactions • Maintain proper records of conversations, issues, and resolutions • Escalate complex cases when necessary according to defined workflows • Maintain high response quality and professionalism in all interactions • Meet defined KPIs such as response time, resolution time, and customer satisfaction • Continuously improve performance based on feedback and quality reviews Required Skills & Qualifications: • Fluent in English (spoken and written) • Minimum 1 year of experience in Customer Service or Customer Support roles • Strong communication and interpersonal skills • High emotional intelligence and ability to handle difficult or angry customers • Problem-solving mindset with a focus on customer satisfaction • Ability to multitask and manage multiple conversations across channels Technical Skills: • Proficient in using CRM systems, ticketing tools, or customer support platforms • Comfortable managing conversations across phone, chat, and social media • Familiar with tracking tools such as Google Sheets or internal dashboards • Ability to follow structured workflows and documentation systems (playbooks, SOPs, knowledge bases) Show more Show less

Fluent in English (spoken and written); minimum 1 year of experience in Customer Service or Customer Support roles; strong communication and interpersonal skills; high emotional intelligence and ability to handle difficult or angry customers; problem-solving mindset with a focus on customer satisfaction; ability to multitask and manage multiple conversations across channels.

Handle customer inquiries through phone calls, live chat, direct messages (DMs), and social media platforms; respond promptly and professionally to all incoming customer requests; ensure a consistent and high-quality customer experience across all communication channels; manage and resolve customer complaints efficiently and professionally; handle angry or dissatisfied customers with patience, empathy, and effective communication; de-escalate situations and provide appropriate solutions aligned with company policies; follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs); ensure all responses and actions align with company tone, policies, and service standards; maintain consistency in communication and case handling; accurately categorize and log customer interactions; maintain proper records of conversations, issues, and resolutions; escalate complex cases when necessary according to defined workflows; maintain high response quality and professionalism in all interactions; meet defined KPIs such as response time, resolution time, and customer satisfaction; continuously improve performance based on feedback and quality reviews.