Customer Service Specialist

About the role

The Customer Service Specialist will develop and manage service plans to deliver best‑in‑class support to our customers across the assigned geography. This role focuses on enhancing satisfaction, monitoring performance, and driving continuous improvement in line with business objectives.

Key responsibilities

• Execute customer service plans and programs for the assigned geography or business area.
• Support initiatives that improve customer satisfaction.
• Monitor the application of service processes and procedures.
• Analyze the cost and effectiveness of service initiatives.
• Contribute to process and system improvements.
• Monitor and improve call‑center scorecards.
• Provide guidance on customer service matters.
• Respond to and resolve escalated customer inquiries.
• Identify customer needs and support commercial opportunities.
• Promote capability development and upskilling within the team.

Required profile

• Bachelor's degree or equivalent qualification.
• More than 4 years of experience in customer service, call‑center operations, or related fields.

Required skills

• Customer Relationship Management (CRM) systems.