Customer Service Specialist Job at Valtech

Job Description

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.

Job Responsibility

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
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
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

Requirements

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

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 and conversation platforms such as Emplifi, Hootsuite, or similar tools
Experience analyzing consumer feedback and identifying operational improvement opportunities
Familiarity with warranty and replacement management processes

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Customer Service Specialist

Job Description

Job Responsibility

Requirements

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