The Customer Service Specialist is responsible for handling customer inquiries, requests, and complaints across all official communication channels — phone calls, email, the company WhatsApp, social media channels, and the customer service platform. They will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to enhance customer satisfaction and strengthen long-term relationships with the company.
ROLES & RESPONSIBILITIES
- Receive and handle customer inquiries, requests, and complaints across all official channels: phone calls, email, the company WhatsApp, social media channels, and the customer service platform.
- Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
- Provide accurate information about the company's projects, lands, products, and services.
- Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
- Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
- Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end-to-end.
- Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
- Follow up on after-sales requests and ensure customer satisfaction with the provided resolution.
- Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
- Maintain customer confidentiality and comply with the company's data protection policies.
- Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
- Contribute to building and updating the FAQs library and customer service knowledge base.
- Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.
📌 Customer Service Specialist (Asia)
🏢 Maseera
📍 Asia