Customer Service Representative / Customer Care Executive / Customer Support Specialist
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Key skills for this role
Role Overview
Customer service role acting as the primary voice of the brand and delivering support experiences to clients.
The role works with Customer Support Team Leads, Service Quality Specialists, Operations, and Technical Teams.
The position is described as entry-to-mid level and handles high-volume customer touchpoints across multiple channels.
Key Skills for This Role
Full Job Posting
Role Overview
Customer service role acting as the primary voice of the brand and delivering support experiences to clients.
The role works with Customer Support Team Leads, Service Quality Specialists, Operations, and Technical Teams.
The position is described as entry-to-mid level and handles high-volume customer touchpoints across multiple channels.
Customer Support Duties
- Answer inbound service queries and guide customers through product or service features.
- Process transactions and account changes.
- Troubleshoot first-line technical or operational issues.
- Track inquiries in ticketing platforms and follow standard operating procedures for issue resolution.
- Escalate specialized cases to tier-two teams.
- Document customer sentiment and contribute to first-contact resolution metrics.
Education and Service Knowledge
- Bachelor’s degree or diploma in communications, business administration, marketing, hospitality, or a related discipline, or equivalent practical customer service experience.
- Practical understanding of client service fundamentals, dispute resolution, active listening, and customer relationship building.
Omnichannel and Systems Skills
- Experience or strong capability with live chat, email ticketing queues, inbound telephony, and corporate messaging platforms.
- Hands-on exposure to CRM and ticketing platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom.
- Basic to intermediate Microsoft Excel or Google Sheets proficiency for sorting, formulas, ticket logging, and case histories.
Problem Solving and Metrics
- Ability to analyze customer issues, use internal databases to find solutions, and resolve inquiries on first contact whenever possible.
- Familiarity with First Response Time, Average Handling Time, Customer Satisfaction, and Net Promoter Score metrics.
- Ability to identify and route high-priority or risk-sensitive complaints to internal teams.
Communication and Attributes
- Excellent written and verbal communication using clear, polite, empathetic, and brand-aligned language.
- Strong emotional intelligence, calmness under operational SLAs, a positive problem-solving mindset, and personal accountability.
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