Customer Service Specialist

About the role

The Customer Service Specialist supports the Customer Experience Manager in delivering operational excellence across the customer experience function. This role oversees complaint resolution, daily service monitoring and quality assurance while coordinating with multiple departments to ensure timely and professional service.

Key responsibilities

• Own escalated customer complaints from initiation to resolution.
• Coordinate with Technical, Sales, Logistics, Finance and other departments for timely issue resolution.
• Maintain an accurate complaint tracking system and monitor the status of open cases.
• Conduct regular follow‑up with customers, providing updates and ensuring complete resolution.
• Prepare weekly and monthly complaint resolution reports with root‑cause analysis.
• Coordinate daily customer service activities and allocate workloads among Service Executives.
• Monitor inbound and outbound call activities to meet productivity targets.
• Review call queues, pending cases, overdue follow‑ups and unresolved tickets.
• Ensure all customer interactions are logged in the CRM and monitor turnaround times.
• Monitor calls, WhatsApp, emails for quality assurance and provide coaching.
• Identify training opportunities based on quality monitoring results.
• Supervise customer verification processes and ensure compliance with policies.
• Review customer information for accuracy before order approval.
• Prepare daily, weekly and monthly performance reports and analyse trends.
• Recommend process improvements and update SOPs, scripts and knowledge‑base articles.