Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist will support the Customer Experience Manager in ensuring operational excellence across the Customer Experience function. Responsibilities include driving complaint resolution, coordinating customer follow-ups, monitoring daily customer service activities, and supporting continuous improvement initiatives.

Responsibilities

• Take ownership of escalated customer complaints from initiation to resolution.
• Coordinate with Technical, Sales, Logistics, Finance, and other departments to ensure timely resolution of customer issues.
• Maintain an accurate complaint tracking system and monitor the status of all open cases.
• Conduct regular follow-up with customers to provide updates and ensure complete resolution.
• Prepare weekly and monthly complaint resolution reports, including root cause analysis and improvement recommendations.
• Coordinate daily customer service activities and allocate workloads among Customer Service Executives.
• Monitor daily inbound and outbound call activities to ensure productivity targets are achieved.
• Monitor customer calls, WhatsApp conversations, emails, and other communication channels for quality assurance.
• Support Customer Service Executives in handling complex customer inquiries and escalations.
• Supervise customer verification processes to ensure compliance with company policies.
• Prepare daily, weekly, and monthly customer service performance reports.
• Review existing customer service processes and recommend improvements.
• Coordinate daily customer service meetings and operational briefings.
• Support customer education initiatives to reduce repeat inquiries and complaints.

How to Apply Interested and qualified candidates should send their CV to recruitment_nigeria@bluetti.com using the job title as the subject of the mail.