Customer Service Specialist - Unitronics Plc

Overview

The Customer Service Specialist plays a vital role in ensuring customer satisfaction and loyalty by delivering exceptional service and support. This position serves as a primary point of contact for customers, addressing inquiries, resolving issues, and providing product or service information. In a fast-paced environment, the Customer Service Specialist must possess strong communication skills, demonstrate patience, and maintain a positive attitude, even in challenging situations. This role is essential in building and maintaining relationships with customers, understanding their needs, and working collaboratively with other departments to enhance the overall customer experience. By effectively managing customer interactions, the Customer Service Specialist contributes to the organization’s reputation and success.

Key Responsibilities

Respond to customer inquiries via phone, email, or chat promptly and professionally.

Resolve customer issues and complaints efficiently, ensuring satisfaction.

Provide comprehensive product or service information to assist customers.

Document customer interactions and maintain accurate customer records.

Identify recurring issues and recommend solutions to improve the service process.

Work collaboratively with team members to enhance service delivery standards.

Assist in training new customer service representatives as needed.

Follow up on customer interactions to ensure resolution and satisfaction.

Utilize CRM software to track customer interactions and manage inquiries.

Participate in ongoing training to stay current on product knowledge and service techniques.

Maintain a positive and professional demeanor while handling customer interactions.

Escalate complex issues to appropriate departments for further assistance.

Contribute to team performance by achieving individual and team objectives.

Proactively seek feedback from customers to improve service quality.

Stay informed about company policies, promotions, and updates to provide accurate information.

Required Qualifications

High school diploma or equivalent; bachelor’s degree preferred.

Previous experience in customer service or a related field.

Proven ability to manage multiple tasks and priorities effectively.

Strong verbal and written communication skills.

Proficiency in using computer systems and CRM software.

Excellent problem-solving skills and the ability to think on your feet.

Ability to work flexible hours, including evenings and weekends.

Strong attention to detail and accuracy in handling customer information.

Ability to work independently and as part of a team.

Customer-focused mindset with a commitment to excellence.

Ability to maintain confidentiality and handle sensitive information.

Demonstrated patience and empathy when dealing with customers.

Ability to recognize and escalate issues beyond personal resolution.

Willingness to learn and adapt to new procedures and technologies.

Basic understanding of the company’s products and services.

Experience in handling difficult customer interactions calmly and professionally.