Customer Care Specialist

1. Purpose of the Position

The Customer Care Specialist is responsible for coordinating customer inquiries related to service, technical support, troubleshooting, and warranty service.

The position ensures the effective operation of the call center, SLA/KPI control, interaction with internal teams, and bringing inquiries to full resolution with a focus on customer experience quality.

2. Key Responsibilities

Handling Customer Inquiries and Service Requests

• Receive, classify, and coordinate customer inquiries related to service, support, issues, and warranty cases.
• Create service requests, route inquiries, and monitor their completion within established deadlines.
• Track the status of inquiries through closure, including confirmation of the result by the customer.
• Support call center operators on escalation, clarification, and non-standard cases.

Call Center Process Management

• Participate in the development and optimization of call center processes: handling scenarios, escalation rules, quality control, and operating procedures.
• Coordinate the daily operation of the call center, ensuring compliance with service standards and response times.
• Maintain the relevance of scripts, FAQs, knowledge base, and instructions for operators.
• Analyze repeat inquiries, complaints, and long-running cases, proposing corrective actions.

Coordination of Service, Technical, and Warranty Cases

• Coordinate service, technical, and warranty cases with retail teams, technical specialists, and other departments.
• Ensure alignment of service work, control of timelines, and proper closure of requests.
• Synchronize communication between the customer, sales, field service, and internal teams.
• Handle warranty cases in accordance with approved processes.

• Reporting, Documentation, and Root Cause Analysis

• Prepare regular reports on call center performance: quality, processing speed, escalations, SLA/KPI, and customer satisfaction.
• Prepare service and warranty documentation, including confirmation of completed work.
• Ensure data accuracy in CRM, service systems, and management reports.

• Audits, Quality Control, and Compliance with Service Standards

• Coordinate audits, diagnostic visits, SLA checks, and retail store assessments.
• Monitor compliance with service standards, escalation rules, and communication quality.
• Propose improvements to reduce repeat inquiries and increase case handling efficiency.
  
  3. Requirements
• Higher education; basic level of English.
• Minimum 3 years of experience in after-sales service, customer or technical support, service operations, or call center work.
• Understanding of call center processes: inbound line, registration, routing, escalation, SLA, QA monitoring, knowledge base, and case closure.
• Experience with CRM, service requests, reporting, and customer communications.
• Experience building service processes from scratch will be an advantage.
  
  4. Skills and Competencies
• Clear and professional communication with customers, operators, internal teams, and partners.
• Strong customer service, expectation management, and problem-solving skills.
• Ability to structure information, coordinate multiple process participants, and work with multiple priorities.
• Independence, responsiveness, responsibility, and attention to detail.