Customer Service Specialist

About the role

The Customer Service Specialist provides front‑line support to clients, handling inquiries, complaints and service coordination. The role ensures smooth order processing, inventory control and accurate documentation while contributing to continuous service improvement.

Key responsibilities

• Answer calls and messages, resolve routine queries, and forward complex issues to appropriate teams.
• Record and investigate complaints, track progress and communicate outcomes to customers.
• Collect customer feedback through callbacks and surveys and submit reports.
• Enter and monitor orders, coordinate service arrangements, and assist with resource allocation and staff task planning.
• Analyze service processes, propose enhancements and support key service projects.
• Manage spare‑parts inventory, schedule deliveries, and handle expired or damaged items.
• Maintain service contracts and reports, analyse data for decision‑making, and prepare weekly/monthly summaries.

Required profile

• 1‑3 years of experience in customer service or service process management.
• Strong communication, organization and problem‑solving abilities.
• Proactive attitude, professional ethics and willingness to work overtime or travel when needed.

Required skills

• Microsoft Excel (data analysis and reporting)
• Microsoft Word
• Microsoft PowerPoint
• Familiarity with CRM/customer service systems