Customer Support Specialist

About the role

The Customer Support Specialist provides exceptional assistance to customers, handling inquiries, resolving issues, and contributing to overall service quality. This role works closely with quality assurance, product, and operations teams to ensure a customer‑centric experience.

Key responsibilities

• Support the creation and maintenance of quality‑assurance processes that monitor and improve customer interactions.
• Assist customers in resolving issues, escalating complex cases to higher‑level support when necessary.
• Track key performance indicators (KPIs) such as customer satisfaction and response times.
• Help develop and implement policies and procedures that streamline Customer Service operations.
• Accurately record and document customer issues, feedback, and resolutions for analysis.
• Collect and analyse customer feedback to identify pain points and recommend improvements.
• Define onboarding processes for new customers, providing guidance and training as required.
• Uphold company values in all business practices and exercise sound judgment in decision‑making.
• Perform any additional duties assigned by management.

Required profile

• 3–5 years of experience in customer support, relationship management, or account management.
• Proven ability to manage customer relationships and resolve issues effectively.
• Bachelor’s degree in a relevant field.

Required skills