CX Specialist (Customer Care)

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Representative. This role is ideal for someone who thrives in a fast-paced environment and is committed to delivering exceptional customer service. The successful candidate will be responsible for addressing customer inquiries, resolving issues efficiently, and collaborating with internal teams to enhance the overall customer experience. This role requires strong communication skills, problem-solving abilities, and a proactive approach to customer engagement. The position operates in a 24x7 environment, requiring flexibility in shifts, including weekends and public holidays on a rotational basis.

Key Responsibilities:

• Customer Support Across Channels: Provide outstanding support to clients, including C-level executives, through multiple communication channels such as email, chat, WhatsApp, and phone.
• Inquiry and Issue Resolution: Address and resolve inbound customer inquiries and technical issues with professionalism and efficiency, ensuring timely and accurate responses.
• Cross-functional Collaboration: Work closely with internal departments and external partners to deliver effective solutions and maintain customer satisfaction.
• Customer Feedback Management: Gather and analyze customer feedback, including bugs, feature requests, and process improvement suggestions, to contribute to product and service enhancements.
• Dissatisfaction Resolution: Engage with dissatisfied customers to identify root causes, take corrective actions, and implement strategies to improve overall customer sentiment.
• Data Analysis & Reporting: Prepare and present weekly reports with key insights into customer interactions, identifying trends, areas for improvement, and opportunities for business growth.
• Specialized Focus Area: Take ownership of a specific domain, such as communication strategies, learning and development, or team training, to drive improvements within the team.
• Flexible Work Schedule: Work a five-day week, which may include weekends and public holidays on a rotational basis to ensure seamless customer support. Hybrid working environment with up to 5 days a week presence at office.

Qualifications & Skills:

• Bachelor's degree or equivalent experience in Customer Support, Business Administration, or a related field.
• 1-3 years of experience in a customer service role, preferably in a tech-driven or financial services environment.
• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Strong problem-solving and analytical skills to effectively resolve customer issues.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Experience with CRM tools and customer support platforms such as Hubspot, Zendesk, Salesforce
• A customer-first mindset with a passion for enhancing customer experiences.
• Willingness to work in a 24x7 environment, with shift flexibility, including weekends and holidays.