Description
Our client is looking for a highly professional, articulate and customer-focused Customer Support / Client Experience Specialist to support customers across multiple communication channels.
This is a hands-on customer-facing role focused on delivering a consistently high-quality client experience. You will engage directly with customers across Zendesk, WhatsApp, SMS, email, social media and virtual support calls, helping resolve queries, manage concerns and ensure customers receive clear and timely assistance.
Previous customer service experience is not essential. The client is specifically open to candidates with a strong academic background who demonstrate excellent communication skills, professionalism, problem-solving ability and the capacity to learn quickly.
A completed university degree is an essential requirement for this position.
Requirements
Key Responsibilities
- Provide professional customer support across Zendesk, WhatsApp, SMS, email, social media DMs and virtual support calls.
- Respond to customer enquiries promptly, professionally and accurately.
- Assist customers with questions, concerns and general product or service-related support.
- Take ownership of customer queries and follow them through to resolution.
- Handle complaints calmly and professionally while maintaining a positive customer experience.
- Identify customer needs and provide clear, practical solutions.
- Escalate complex queries appropriately when required.
- Maintain accurate records of customer interactions and follow-ups.
- Learn and follow internal customer support processes, workflows and SOPs.
- Work closely with the wider team to ensure consistency across customer communication.
- Identify recurring customer issues and provide feedback that could improve the overall client experience.
Essential Requirements
- Completed university degree – essential.
- Excellent written and spoken English.
- Strong verbal communication and interpersonal skills.
- Professional, confident and comfortable communicating directly with customers.
- Strong problem-solving and critical-thinking skills.
- High level of attention to detail and organisation.
- Ability to remain calm and structured when dealing with customer complaints or challenging conversations.
- Comfortable communicating across multiple digital channels.
- Tech-savvy and able to learn new platforms and systems quickly.
- Reliable, proactive and able to take ownership of outcomes.
- Comfortable working independently within a fully remote environment.
- Available to work Tuesday–Saturday on an ongoing basis.