Specialist - CS

Recruise India Consulting; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Recruise India Consulting in Bengaluru is seeking an experienced Customer Service specialist to manage multi-channel interactions across phone, chat, email, social media, and more. You will resolve complex inquiries, maintain accurate records, and guide junior staff while upholding high standards of service.

You will act as a subject matter expert for care processes, products, and loyalty programs, collaborating with cross-functional teams to continuously improve customer experience in a

Qualifications

• 4+ years in customer-facing roles.
• Excellent verbal and written communication.
• Strong problem-solving and customer-first mindset.
• Experience with phone, chat, email, social media, and case management.
• Proficient with CRM, ticketing tools, and MS Office.
• Ability to manage escalations and provide resolutions.
• Attention to detail and accurate record-keeping.
• Willingness to work in a 24/7 operation, 5 days a week.
• Able to work independently with minimal supervision.
• Mentoring or supporting junior team members preferred.

Responsibilities

• Provide exceptional customer support through phone, chat, email, social media, and other channels.
• Handle complex inquiries, complaints, and service requests with timely resolutions.
• Serve as SME for customer care processes, products, services, promotions, and loyalty programs.
• Investigate and resolve escalated concerns while delivering an outstanding experience.
• Review and maintain customer account information with high accuracy.
• Document interactions, resolutions, and case details in CRM & case management systems.
• Monitor and resolve cases within established SLAs.
• Identify recurring issues, gaps, and improvement opportunities.
• Provide guidance and support to associates on complex issues and best practices.
• Collaborate with cross-functional teams to resolve concerns and improve service.
• Respond to social media inquiries and reviews per guidelines.
• Analyze feedback and recommend improvements to enhance experience.
• Ensure compliance with care policies, quality standards, and regulations.
• Participate in continuous improvement initiatives and operational excellence.
• Meet productivity, quality, CSAT, and performance metrics.
• Demonstrate professionalism and ownership.

Skills

Customer service

Communication

Problem solving

Multichannel support

Time management

Tools

CRM platforms

Ticketing systems

Microsoft Office

Job description

Requirements

• 1. Minimum 4+ years of experience in Customer Service, Contact Center Operations, Help Desk, Customer Care, Technical Support, or related customer-facing environments.
• 2. Excellent verbal and written communication skills with the ability to handle complex customer interactions professionally.
• 3. Strong problem-solving, analytical, and decision-making skills with a customer-first mindset.
• 4. Proven experience supporting customers through phone, chat, email, social media, and case management systems.
• 5. Ability to manage escalated customer concerns and provide effective resolutions.
• 6. Experience using CRM platforms, ticketing systems, customer support tools, and Microsoft Office applications.
• 7. Strong attention to detail and accuracy in maintaining customer records and case documentation.
• 8. Ability to investigate customer concerns, identify root causes, and recommend appropriate solutions.
• 9. Experience handling multiple priorities and working effectively in a fast-paced environment.
• 10. Strong knowledge of customer service principles, service recovery techniques, and customer experience best practices.
• 11. Ability to work independently with minimal supervision while maintaining high productivity and quality standards.
• 12. Experience mentoring or supporting junior team members is preferred.
• 13. Ability to maintain confidentiality and comply with company policies and data privacy requirements.
• 14. Willingness to work from the office 5 days a week in a 24/7 operational environment.
• 15. Flexibility to work rotational shifts, weekends, holidays, and night shifts based on business needs.
• 16. Demonstrate professionalism, ownership,

Key Responsibilities

• 1. Provide exceptional customer support through phone, chat, email, social media, and other communication channels.
• 2. Handle complex customer inquiries, complaints, and service requests while ensuring timely and accurate resolution.
• 3. Serve as a subject matter expert for customer care processes, products, services, promotions, and loyalty programs.
• 4. Investigate and resolve escalated customer concerns while delivering an outstanding customer experience.
• 5. Review, update, and maintain customer account information with a high degree of accuracy.
• 6. Document customer interactions, resolutions, and case details within CRM and case management systems.
• 7. Monitor and resolve customer cases within established Service Level Agreements (SLAs).
• 8. Identify recurring customer issues, process gaps, and improvement opportunities and trends when appropriate.
• 9. Provide guidance and support to associates on complex customer issues and best practices.
• 10. Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
• 11. Respond to social media inquiries and online customer reviews in accordance with company guidelines.
• 12. Analyze customer feedback and recommend improvements to enhance the customer experience.
• 13. Ensure compliance with customer care policies, quality standards, and regulatory requirements.
• 14. Participate in continuous improvement initiatives, quality programs, and operational excellence activities.
• 15. Meet established productivity, quality, customer satisfaction, and performance metrics.
• 16. Demonstrate professionalism, ownership,