Customer Support Specialist

About the role

The Customer Support Specialist ensures accurate order processing, billing reconciliation, and high‑quality service for customers. Acting as the primary point of contact, the role handles inquiries, resolves issues, and coordinates special order requests to deliver a positive experience.

Key responsibilities

• Process special requests and customer orders accurately and on time.
• Respond to, investigate, and resolve customer inquiries, complaints, and feedback via phone, email, and other channels.
• Maintain clear, courteous communication and build strong relationships with internal stakeholders and external customers.
• Keep accurate customer records, operational logs, and reporting documentation.
• Coordinate with internal teams to provide effective solutions that meet customer needs.
• Work closely with operational teams to fulfill special requirements and handle incoming calls promptly.
• Monitor shared mailboxes, ensuring timely email responses and follow‑up actions.
• Perform sales billing reconciliation and ensure data accuracy in company systems.

Required profile

• Strong customer‑service orientation with excellent interpersonal and communication skills.
• Effective problem‑solving, analytical, and conflict‑resolution abilities.
• Ability to manage multiple cases, prioritize tasks, and work under pressure.
• Detail‑oriented with accountability and ownership of tasks.
• Willingness to work shift schedules, including weekends and public holidays.

Required skills

• Microsoft Excel (including Pivot Tables)
• Microsoft Word
• Microsoft PowerPoint
• Familiarity with CRM systems
• Familiarity with ERP or order‑management systems
• Basic accounting principles and billing reconciliation

What we offer

• Career development and growth opportunities
• Collaborative and supportive work environment
• Annual Wage Supplement (AWS) and flexible benefits (dental, fitness, gym, wellness)
• 18 days annual leave
• Comprehensive medical and insurance coverage, including dependents