Customer Service Specialist, Umhlanga

The Customer Service Specialist is responsible fordelivering world-class customer support to US-based customers across multiplechannels, including inbound calls, email, and chat. This role focuses onresolving queries efficiently, ensuring customer satisfaction, and maintainingservice excellence in a fast-paced call centre environment

CONTEXT OF THE ROLE Customer Care&Support

Serve as the first point of contact for customers with afriendly, patient, and solution-focused approach.

Listen actively to understand customer needs, concerns, andexpectations.

Provide clear and accurate information about products,services, and account details.

Resolve customer queries with urgency while maintaininghigh quality and service excellence.

Ensure customers feel heard, appreciated, and fullyassisted before ending the interaction.

Handle sensitive or complex issues with professionalism,discretion, and empathy.

Service Quality&OperationalStandards

Deliver service that aligns with client expectations,quality guidelines, and compliance standards.

Maintain accurate and detailed records of customerinteractions on CRM systems.

Follow communication guidelines and processes designed toprotect customer data and enhance service consistency.

Take ownership of customer issues and follow through wherenecessary to ensure full resolution.

Provide feedback on customer trends to support continuousservice improvement.

Participate in coaching, feedback, and trainingsessions to refine service skills.

Support team targets and contribute to apositive, service-driven team environment.

Share ideas for improving customer experience,workflows, or operational processes.

Collaborate with colleagues to ensure seamlessservice delivery across the campaign.

Requirements QUALIFICATIONS/EDUCATION and EXPERIENCE:

Minimum 1 years’ Customer Service or Call Centre Experience

International Campaign experiences is advantageous

Ability to work in US hours and weekends.

#J-18808-Ljbffr