Customer Service

The Opportunity

As a Customer Service Specialist, you will be responsible for managing customer interactions across multiple communication channels, ensuring accurate complaint registration, reporting, and resolution follow-up. You will play a key role in maintaining data quality, identifying trends, and collaborating with cross-functional teams to improve customer satisfaction and operational processes.

This role requires strong communication skills, attention to detail, analytical thinking, and a customer-centric mindset.

What You'll Do

Customer Support & Complaint Management

• Manage assigned customer service channels, including phone, WhatsApp, and email.
• Actively listen to customer concerns and provide professional, empathetic, and satisfactory responses.
• Collect and document customer and consumer feedback, complaints, and inquiries with accuracy and completeness.
• Consolidate complaints and comments gathered from community managers, bots, conversation management tools, and social channels.
• Classify and organize complaint information according to defined reporting standards.
• Register and track complaints within client and quality management systems.

Reporting & Data Management

• Generate detailed complaint reports and communicate findings to the appropriate stakeholders.
• Ensure consistency, accuracy, and alignment of information between customer service and quality teams.
• Maintain high standards of data integrity and documentation.
• Analyze complaint data and identify recurring trends, patterns, and improvement opportunities.

Cross-Functional Collaboration

• Coordinate with quality, operations, support, and other internal teams to support complaint resolution processes.
• Follow up on replacements, warranty claims, and customer cases to ensure timely resolution.
• Partner with quality teams to drive continuous improvement initiatives based on customer feedback and complaint insights.
• Contribute to process optimization through data-driven recommendations.

What We're Looking For

Must-Have Skills & Experience

• Experience in customer service, customer support, complaint management, or related roles.
• Experience managing multiple customer communication channels such as phone support, messaging platforms, and email.
• Strong written and verbal communication skills.
• Experience working with customer service and ticketing platforms (e.g., Zendesk or similar).
• Proficiency in Microsoft Excel and Google Sheets for data management and reporting.
• Ability to classify, organize, and maintain large volumes of customer information accurately.
• Strong attention to detail and commitment to data quality.
• Customer-first mindset with strong problem-solving capabilities.
• Ability to work collaboratively with cross-functional teams.

Nice-to-Have Skills

• Experience working with Quality Management Systems (QMS) or complaint tracking platforms.
• Knowledge of reporting and visualization tools such as Looker Studio.
• Experience using social media management tools.