Customer Care Specialist

Job Summary

The Customer Care Specialist is responsible for managing and resolving customer complaints in a timely and professional manner to ensure high levels of customer satisfaction. The role involves investigating complaints, coordinating with internal and external stakeholders, following up on resolution progress, and ensuring adherence to defined service level agreements (SLAs) and KPIs. The specialist analyzes complaint trends, escalates complex cases when necessary, and provides regular reports and insights to support continuous improvement of customer experience and service quality.

Role Description

Contact complaining customers and respond promptly to their problems.

Investigate the customers’ complaints and communicate with concerned parties” internal & External “

Follow up aggressively the assigned complaints tickets till solving within targeted KPI’s.

Identify customers’ needs and provide positive experience in solving customers’ complaints.

Ensure achieving customer satisfaction levels by resolving complaints effectively.

Escalate the unresolved and complicated complaints to the line manager on time.

Prepare periodical reports summarizing customers’ complaints analysis.

Job Requirements

Education preferred: Bsc. in Business or Marketing

Experience from 1-3 years in Call Center is a MUST.

Very good English and Communication skills

Soft Skills / Other abilities:

Customer Centric Mindset

Passion for Customer Care

Problem Solving

Aggressive Follow-up

Communication Skills

Negotiation Skills

Positive mindset

Good listener

Working within a Team efficiently