Customer Service Specialist

Maseera; Asia; On-site; PEN 24,000 - 42,000; Full time

Job summary

Maseera in Peru is seeking a Customer Service Specialist to manage inquiries, requests, and complaints across phone, email, WhatsApp, social media, and our CRM. You will provide accurate information, deliver a high-quality service experience, and ensure timely resolutions to strengthen relationships.

You will follow SLAs, document interactions, escalate when needed, and collaborate with Sales, Marketing, Legal, and Finance to resolve issues end-to-end.

Qualifications

• Receive and handle customer inquiries across all official channels (phone, email, WhatsApp, social media, CRM).
• Respond to inquiries within SLAs and maintain consistent tone across channels.
• Provide accurate information about the company's projects, lands, products, and services.
• Document all interactions in the CRM accurately and on time.
• Escalate complex issues to the relevant department and follow up until closure.
• Coordinate with Sales, Marketing, Legal, and Finance to resolve issues end-to-end.
• Monitor social media channels and respond professionally in line with the brand voice.
• Follow up on after-sales requests and ensure satisfaction with the resolution.
• Conduct customer satisfaction surveys and gather feedback to support improvements.
• Maintain confidentiality and comply with data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance to management.
• Contribute to updating the FAQs library and knowledge base.
• Stay updated on projects, offers, and policies to ensure information accuracy.

Responsibilities

• Own multichannel customer support and ensure timely, accurate responses.
• Adhere to SLAs and keep messaging consistent across channels.
• Provide clear guidance on products, services, and projects.
• Log all customer interactions in the CRM with precision and timeliness.
• Escalate issues when needed and manage closure with the appropriate teams.

Job description

The Customer Service Specialist is responsible for handling customer inquiries, requests, and complaints across all official communication channels — phone calls, email, the company WhatsApp, social media channels, and the customer service platform. They will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to enhance customer satisfaction and strengthen long-term relationships with the company.

ROLES & RESPONSIBILITIES

• Receive and handle customer inquiries, requests, and complaints across all official channels: phone calls, email, the company WhatsApp, social media channels, and the customer service platform.
• Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
• Provide accurate information about the company's projects, lands, products, and services.
• Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
• Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
• Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end-to-end.
• Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
• Follow up on after-sales requests and ensure customer satisfaction with the provided resolution.
• Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
• Maintain customer confidentiality and comply with the company's data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
• Contribute to building and updating the FAQs library and customer service knowledge base.
• Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.