Customer Service Representative / Customer Care Executive / Customer Support Specialist
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Key skills for this role
Role Overview
Serve as the primary brand ambassador and front-line support contact for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams.
The role is described as entry-to-mid level and reports to a Customer Support Lead or Service Manager.
Key Skills for This Role
Full Job Posting
Role Overview
Serve as the primary brand ambassador and front-line support contact for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams.
The role is described as entry-to-mid level and reports to a Customer Support Lead or Service Manager.
Responsibilities
- Resolve inquiries through phone, email, live chat, and ticketing systems.
- Investigate service and product issues and provide accurate resolutions.
- Track customer interactions in the CRM and maintain case documentation.
- Process refunds, replacements, and account adjustments.
- Escalate complex technical or operational issues to higher-tier teams.
- Monitor customer feedback and maintain clean audit records.
- Meet FCR, CSAT, handling-time, and service-level performance targets.
Qualifications
- Bachelor's degree, diploma, SPM, or high school diploma in business, communications, hospitality, or a related field.
- 1–3 years of front-line customer service, contact center, or digital helpdesk experience.
- Fluency across phone, email, live chat, and social media messaging.
- Proficiency with CRM systems and ticketing software.
- Troubleshooting, root-cause analysis, and accurate escalation capability.
- Experience with de-escalation, active listening, and conflict resolution.
- Documentation and data-entry skills using spreadsheets or internal databases.
- Ability to learn product specifications, service policies, and return or warranty guidelines.
- Understanding of support KPIs, SLAs, FCR, CSAT, and Net Promoter Score.
- Empathy, adaptable communication, time management, stress tolerance, and teamwork.
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