Customer Service Specialist

6 days ago

Umhlanga, KwaZulu-Natal, South Africa The Unlimited Group Full time

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

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