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 platformsRespond promptly and professionally to all incoming customer requestsEnsure a consistent and high-quality customer experience across all communication channelsManage and resolve customer complaints efficiently and professionallyHandle angry or dissatisfied customers with patience, empathy, and effective communicationDe-escalate situations and provide appropriate solutions aligned with company policiesFollow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs)Ensure all responses and actions align with company tone, policies, and service standardsMaintain consistency in communication and case handlingAccurately categorize and log customer interactionsMaintain proper records of conversations, issues, and resolutionsEscalate complex cases when necessary according to defined workflowsMaintain high response quality and professionalism in all interactionsMeet defined KPIs such as response time, resolution time, and customer satisfactionContinuously 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 rolesStrong communication and interpersonal skillsHigh emotional intelligence and ability to handle difficult or angry customersProblem-solving mindset with a focus on customer satisfactionAbility to multitask and manage multiple conversations across channels Technical Skills:Proficient in using CRM systems, ticketing tools, or customer support platformsComfortable managing conversations across phone, chat, and social mediaFamiliar with tracking tools such as Google Sheets or internal dashboardsAbility to follow structured workflows and documentation systems (playbooks, SOPs, knowledge bases)