Customer Service Specialist

This is an onsite night role- Rotational Shifts: Between 5:30 PM to 6:30 AM, giving you flexibility and variety.

Position Overview:

The Customer Service Specialist will play a critical role in ensuring smooth client experiences by handling both voice and non-voice support channels. This role requires strong technical and operational understanding, exceptional communication skills, and the ability to resolve client concerns effectively. The ideal candidate will focus on driving high CSAT scores, resolving escalations, and building long-term client relationships while supporting technical tools and business operations.

Key Responsibilities:

• Provide exceptional customer service across blended processes (voice & non-voice).
• Handle client inquiries, issues, and escalations via calls, emails, and chats with professionalism and empathy.
• Resolve technical and operational queries while ensuring client satisfaction and timely responses.
• Serve as a subject matter expert for clients on processes, technical tools, and platforms.
• Troubleshoot technical issues, coordinate with cross-functional teams (engineering, operations, support), and provide proactive solutions.
• Assist in onboarding and training clients on technical platforms and services.
• Track, analyze, and improve CSAT scores, implementing corrective actions where needed.
• Identify trends and process gaps through client feedback and recommend workflow improvements.
• Maintain clear, structured communication with clients and internal teams to ensure smooth operations.

Key Requirements:

• Bachelor’s degree in a related field.
• 2+ years of experience in customer service, technical support, or client services (blended process – voice & non-voice).
• Exceptional verbal and written communication skills (mandatory).
• Proven experience in client handling and escalation resolution via calls.
• Strong knowledge of CRM tools, databases, and technical platforms.
• Demonstrated ability to troubleshoot technical issues with a client-first approach.
• Experience driving and improving CSAT performance metrics.
• Ability to collaborate with cross-functional teams and explain technical concepts to non-technical stakeholders.