Specialist - CS

Requirements

1. Minimum 4+ years of experience in Customer Service, Contact Center Operations, Help Desk, Customer Care, Technical Support, or related customer-facing environments.

2. Excellent verbal and written communication skills with the ability to handle complex customer interactions professionally.

3. Strong problem-solving, analytical, and decision-making skills with a customer-first mindset.

4. Proven experience supporting customers through phone, chat, email, social media, and case

management systems.

5. Ability to manage escalated customer concerns and provide effective resolutions.

6. Experience using CRM platforms, ticketing systems, customer support tools, and Microsoft

Office applications.

7. Strong attention to detail and accuracy in maintaining customer records and case

documentation.

8. Ability to investigate customer concerns, identify root causes, and recommend appropriate

solutions.

9. Experience handling multiple priorities and working effectively in a fast-paced environment.

10. Strong knowledge of customer service principles, service recovery techniques, and customer

experience best practices.

11. Ability to work independently with minimal supervision while maintaining high productivity and

quality standards.

12. Experience mentoring or supporting junior team members is preferred.

13. Ability to maintain confidentiality and comply with company policies and data privacy

requirements.

14. Willingness to work from the office 5 days a week in a 24/7 operational environment.

15. Flexibility to work rotational shifts, weekends, holidays, and night shifts based on business

needs.

Key Responsibilities

1. Provide exceptional customer support through phone, chat, email, social media, and other

communication channels.

2. Handle complex customer inquiries, complaints, and service requests while ensuring timely and

accurate resolution.

3. Serve as a subject matter expert for customer care processes, products, services, promotions,

and loyalty programs.

4. Investigate and resolve escalated customer concerns while delivering an outstanding customer

experience.

5. Review, update, and maintain customer account information with a high degree of accuracy.

6. Document customer interactions, resolutions, and case details within CRM and case

management systems.

7. Monitor and resolve customer cases within established Service Level Agreements (SLAs).

8. Identify recurring customer issues, process gaps, and improvement opportunities and escalate

trends when appropriate.

9. Provide guidance and support to associates on complex customer issues and best practices.

10. Collaborate with cross-functional teams to resolve customer concerns and improve service

delivery.

11. Respond to social media inquiries and online customer reviews in accordance with company

guidelines.

12. Analyze customer feedback and recommend improvements to enhance the customer

experience.

13. Ensure compliance with customer care policies, quality standards, and regulatory requirements.

14. Participate in continuous improvement initiatives, quality programs, and operational excellence

activities.

15. Meet established productivity, quality, customer satisfaction, and performance metrics.

16. Demonstrate professionalism, ownership,