Customer Service Specialist

About the role

The Customer Service Specialist will lead the local customer service team under the guidance of headquarters. The role focuses on resolving customer issues promptly, monitoring performance metrics, and ensuring smooth communication between the local team and corporate.

Key responsibilities

• Manage daily operations of the customer service team, including scheduling, attendance, task allocation, discipline, and on‑site supervision.
• Monitor and improve key service KPIs such as response time, resolution time, customer satisfaction, ticket backlog, and repeat complaints.
• Handle complex, escalated, and high‑priority customer complaints, calm concerns, and coordinate cross‑functional resolution.
• Establish an escalation mechanism to report major complaints, recurring issues, system failures, refund disputes, and potential public sentiment risks to headquarters.
• Execute headquarters’ policies, SOPs, and operational directives while providing practical recommendations based on local market realities.
• Conduct quality checks on service records, emails, chats, and calls; standardize service scripts and update the knowledge base and FAQ solutions.
• Deliver onboarding training, on‑the‑job coaching, and performance improvement support for underperforming team members.
• Monitor team morale, stress, and workplace conflicts, taking timely action to maintain a stable and positive environment.
• Prepare daily, weekly, and monthly reports covering KPI performance, key issues, operational risks, and action plans.

Required profile

• Bachelor’s degree or equivalent, preferably in customer service, operations, or management.
• At least 2 years of customer service experience, including a minimum of 1 year in team management.
• Proven experience managing a team of 5 or more, covering scheduling, coaching, performance evaluation, and conflict handling.
• Fluent business English with strong verbal and written communication skills for coordination with headquarters.
• Solid experience in complaint handling, crisis communication, customer recovery, and root‑cause analysis.
• Good understanding of KPI management, quality control, performance improvement, and process optimization.
• Familiarity with CRM or ticketing systems such as Zendesk, Freshdesk, Salesforce, or Intercom.
• Proficiency in Excel or Google Sheets for reporting and data analysis.

Required skills

• Zendesk
• Freshdesk
• Salesforce
• Intercom
• Excel
• Google Sheets