Customer Service Specialist

The Customer Service Specialist is responsible for ensuring excellent customer experience by handling inquiries, concerns, and complaints across offline and online stores, including phone, social media, e-commerce platforms, and CRM. This role plays a crucial part in maintaining service quality, improving efficiency, and aligning customer support processes with business objectives.

This role goes beyond frontline support by implementing process improvements, ensuring SLA compliance, conducting quality assurance checks, and facilitating training programs to enhance service delivery.

As a key contributor to the customer service operations, the Specialist monitors and refines workflows, ensures accurate documentation, and upholds service standards to optimize efficiency, reduce operational risks, and enhance customer satisfaction.

By focusing on customer satisfaction, lead conversion, quality assurance, and compliance with service standards, the role directly contributes to business growth, operational efficiency, and customer retention.

QUALIFICATIONS:

• Must have a Bachelor's degree in Psychology, Business Management, Communications, or a related field (beneficial for understanding customer behavior); or an equivalent combination of education and 2-4 years of experience as a Customer Support Specialist or a similar customer service role.

• Ability to quickly assess customer concerns and provide effective solutions.

• Can work under pressure and adapt to a fast-paced environment with sudden changes.

JOB RESPONSIBILITIES

• Customer Support & Issue Resolution

• i. Attend to escalated queries, order concerns, and complaints via phone, social media,

• hotline, contact page, and e-commerce platforms (Shopee, Lazada, Zalora, Google Review).
• ii. Ensure timely and accurate logging of inquiries outside Zendesk into the system.
• iii. Monitor customer interactions and provide post-resolution reviews to maintain service quality.
• iv. Ensure compliance with SLA resolution targets, tracking escalations and investigating delays when necessary.
• v. Gather customer feedback and share insights with product, sales, and marketing teams.

• Quality Assurance & Training

• Conduct QA checking of tickets, ensuring compliance with company standards.

• Provide coaching and feedback to agents on best practices for concern/feedback handling.
• Organize and facilitate webinar training and skill development programs to enhance product knowledge and suggestive selling skills.
• Keep all customer communication assets (spiels, FAQs, Zendesk macros) updated with current trends.

• Process Optimization & SLA Management

• Align processes with PICs to improve efficiency.

• Track and maintain SLA execution through FIFO Management.
• Resolve cases within the SLA timeframe of each department.

• Customer Engagement & Retention

• i. Customer concerns are addressed with additional key points/reminders.

• ii. Post-resolution review of closed tickets/conversations.
• iii. Up-to-date, on-trend spiels and responses.
• iv. Achieve target contact rate for extracted data of drive-to-store campaigns.
• v. Support marketing efforts by promoting drive-to-booking programs and ensuring smooth appointment-setting processes.

• Compliance & Reporting

• i. Monitor and report key customer service metrics, identifying areas for improvement.

• ii. Collaborate with internal teams to implement corrective actions based on feedback and performance tracking.
• iii. Maintain documentation of best practices and customer service processes to ensure consistency and continuous improvement