Customer Service Specialist

Role Overview

Ghithaa | غِذاء is seeking a professional and empathetic Customer Service Agent with proven experience in managing customer interactions across various platforms. The ideal candidate will be adept at providing high-quality service, adhering to established procedures, and resolving issues effectively.

Key Responsibilities

• Manage customer inquiries received via phone, live chat, direct messages, and social media.
• Provide prompt and professional responses to all customer requests.
• Ensure a consistent and high-quality customer experience across all communication channels.
• Effectively manage and resolve customer complaints with professionalism.
• Handle interactions with upset or angry customers with patience, empathy, and skillful communication.
• De-escalate challenging situations and offer solutions in line with company policies.
• Adhere strictly to customer service playbooks, quality standards, and standard operating procedures.
• Ensure all communications and actions align with the company's brand voice, policies, and service expectations.
• Maintain uniformity in communication style and case management.
• Accurately classify and record customer interactions.
• Keep detailed records of conversations, reported issues, and their resolutions.
• Escalate intricate cases to the appropriate channels as per defined workflows.
• Maintain superior response quality and professionalism in every interaction.
• Achieve key performance indicators (KPIs) including response time, resolution time, and customer satisfaction scores.
• Continuously enhance performance through feedback and quality assessments.

Required Skills & Qualifications

• Fluency in both spoken and written English.
• A minimum of one year of experience in a Customer Service or Customer Support role.
• Exceptional communication and interpersonal abilities.
• High emotional intelligence, with the capacity to manage difficult customer interactions.
• A strong problem-solving aptitude focused on achieving customer satisfaction.
• Proficiency in managing multiple customer conversations simultaneously across different channels.

Technical Skills

• Proficiency in utilizing CRM systems, ticketing software, or dedicated customer support platforms.
• Comfort and experience in managing communications via phone, chat, and social media.
• Familiarity with tracking tools such as Google Sheets or internal company dashboards.
• Ability to work effectively within structured workflows and documentation systems, including playbooks, SOPs, and knowledge bases.