PURPOSE OF THE ROLE

The Customer Service Specialist is responsible for delivering world-class customer support to US-based customers across multiple channels, including inbound calls, email, and chat. This role focuses on resolving queries efficiently, ensuring customer satisfaction, and maintaining service excellence in a fast-paced call centre environment

Customer Care & Support

• Serve as the first point of contact for customers with a friendly, patient, and solution-focused approach.
• Listen actively to understand customer needs, concerns, and expectations.
• Provide clear and accurate information about products, services, and account details.
• Resolve customer queries with urgency while maintaining high quality and service excellence.
• Ensure customers feel heard, appreciated, and fully assisted before ending the interaction.
• Handle sensitive or complex issues with professionalism, discretion, and empathy.

Service Quality & Operational Standards

• Deliver service that aligns with client expectations, quality guidelines, and compliance standards.
• Maintain accurate and detailed records of customer interactions on CRM systems.
• Follow communication guidelines and processes designed to protect customer data and enhance service consistency.
• Take ownership of customer issues and follow through where necessary to ensure full resolution.
• Provide feedback on customer trends to support continuous service improvement.

Team Collaboration & Continuous Improvement

• Participate in coaching, feedback, and training sessions to refine service skills.
• Support team targets and contribute to a positive, service-driven team environment.
• Share ideas for improving customer experience, workflows, or operational processes.
• Collaborate with colleagues to ensure seamless service delivery across the campaign.
  

QUALIFICATIONS/EDUCATION and EXPERIENCE:

• Matric or Equivalent qualification
• Minimum 1 years’ Customer Service or Call Centre Experience
• International Campaign experiences is advantageous
• Ability to work in US hours and weekends.
• Reliable transport for late shifts

CORE SKILLS AND COMPETENCIES

• Proactive and self-motivated
• Energetic and target-driven
• Professional and customer-orientated
• Adaptable to changing business needs
• Strong work ethic and accountability
• Clear communication skills