Customer Service Specialist

The Unlimited International; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global customer service provider in Durban is seeking a Customer Service Specialist. This role involves providing exceptional support to US customers through multiple channels, including calls and emails. Candidates should have at least one year of experience in customer service and the ability to work US hours. The ideal applicant is proactive, adaptable, and has strong communication skills. Join a dynamic team focused on exceeding customer expectations and continuously improving service delivery.

Qualifications

• Matric or equivalent qualification is required.
• Minimum 1 year of experience in customer service or a call centre is necessary.
• Ability to work US hours is essential.

Responsibilities

• Deliver world-class support to US customers via calls, email, and chat.
• Resolve customer queries efficiently and maintain service excellence.
• Participate in coaching and improve customer experience through feedback.

Skills

Proactive and self-motivated

Clear communication skills

Professional and customer-orientated

Adaptable to changing business needs

Education

Matric or Equivalent qualification

Minimum 1 years’ Customer Service or Call Centre Experience

International Campaign experiences is advantageous

Job description

PURPOSE OF THE ROLE

The Customer Service Specialist is responsible for delivering world-class customer support to US-based customers across multiple channels, including inbound calls, email, and chat. This role focuses on resolving queries efficiently, ensuring customer satisfaction, and maintaining service excellence in a fast-paced call centre environment.

CUSTOMER CARE & SUPPORT

• Serve as the first point of contact for customers with a friendly, patient, and solution-focused approach.
• Listen actively to understand customer needs, concerns, and expectations.
• Provide clear and accurate information about products, services, and account details.
• Resolve customer queries with urgency while maintaining high quality and service excellence.
• Ensure customers feel heard, appreciated, and fully assisted before ending the interaction.
• Handle sensitive or complex issues with professionalism, discretion, and empathy.

SERVICE QUALITY & OPERATIONAL STANDARDS

• Deliver service that aligns with client expectations, quality guidelines, and compliance standards.
• Maintain accurate and detailed records of customer interactions on CRM systems.
• Follow communication guidelines and processes designed to protect customer data and enhance service consistency.
• Take ownership of customer issues and follow through where necessary to ensure full resolution.
• Provide feedback on customer trends to support continuous service improvement.

TEAM COLLABORATION & CONTINUOUS IMPROVEMENT

• Participate in coaching, feedback, and training sessions to refine service skills.
• Support team targets and contribute to a positive, service-driven team environment.
• Share ideas for improving customer experience, workflows, or operational processes.
• Collaborate with colleagues to ensure seamless service delivery across the campaign.

QUALIFICATIONS / EDUCATION AND EXPERIENCE

• Matric or Equivalent qualification
• Minimum 1 years’ Customer Service or Call Centre Experience
• International Campaign experiences is advantageous
• Ability to work in US hours and weekends.
• Reliable transport for late shifts

CORE SKILLS AND COMPETENCIES

• Proactive and self-motivated
• Energetic and target-driven
• Professional and customer-orientated
• Adaptable to changing business needs
• Strong work ethic and accountability
• Clear communication skills