Customer Success Specialist

Job OverviewIn this role, you will be the first point of contact for our US-based customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.Job DescriptionProfessionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiriesDeliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standardsAccurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and proceduresNavigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customerStrive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)Job SpecificationProven experience in any customer-facing role is requiredExceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customersMinimum Matric or O Levels is requiredWorking days "Monday to Friday" and weekends are off.Perks & BenefitsMedical InsurancePermanent Employment StatusProvident FundInternal Job OpportunitiesAnnual LeavesLeaves EncashmentReferral BonusCompany Pick & Drop