Customer Service Specialist

A Customer Service Specialist is responsible for supporting customers, solving their issues, and protecting long‑term loyalty by being the main point of contact for questions, problems, and feedback.​Core purpose

• Respond to customer enquiries via phone, email, chat, or social channels, giving accurate and timely information about products or services.​
• Resolve complaints and issues, aiming to turn negative experiences into positive ones and maintain customer satisfaction.

Key responsibilities

• Answer questions about orders, accounts, billing, deliveries, and product features, and process new orders or changes when needed.
• Document customer interactions and feedback in the CRM or ticketing system, track open issues, and follow up until resolution.
• Escalate complex problems to the appropriate internal teams (technical, finance, sales, operations) and coordinate to get them solved.
• Identify recurring problems or trends and suggest improvements to products, processes, or policies to enhance the customer experience.
• Help with onboarding new customers, guiding them through setup, basic training, or first orders so they can use the service smoothly.​

Skills and experience required

• Strong communication skills (clear written and spoken language), active listening, and the ability to show empathy and patience.
• Problem‑solving ability, attention to detail, and comfort working with multiple systems such as CRMs, ticketing tools, and email/chat platforms.
• Organisational skills to handle several tickets or customers at once, prioritise urgent issues, and keep accurate records.
• Typically at least 1 year of customer service or contact‑centre experience; some entry‑level roles accept candidates with less if they show strong people skills.

Typical career path

• Often a next step up from Customer Service Representative or Call Centre Agent, with growth into Senior Specialist, Team Leader, or Customer Experience/Success roles.

Job Types: Full-time, Part-timePay: $29.05 – $47.55 per hourBenefits:

• Childcare assistance
• Dental insurance
• Employee mentoring program
• Free drinks
• Free food
• Health insurance
• Housing allowance
• Life insurance
• Maternity leave
• Parental leave
• Professional development assistance
• Profit sharing
• Relocation assistance
• Salary packaging
• Travel reimbursement
• Visa sponsorship
• Vision insurance

Work Location: In person