Position – Online Service Specialist (M/F – 1 Post)

Salary – Above 10 Lakhs

Industry Type – Mobile Industry

Working Days – Monday to Friday

Working Hours – 9:00AM - 6:00PM

Location – Bahan Township

Job Responsibilities:

• Respond timely to customer inquiries via hotline, social media, and other assigned digital platforms.

• Provide accurate information about products, services, promotions, and company policies.

• Resolve customer complaints efficiently while maintaining a positive brand image.

• Monitor official social media accounts (Facebook, Instagram, Tiktok, etc.) for customer queries, comments, and messages.

• Engage with customers in a professional and empathetic manner to build trust and loyalty.

• Escalate sensitive issues to relevant departments when necessary

• Answer inbound calls and provide support in line with service standards (polite tone, fast response, first-call resolution).

• Record and track call logs in the CRM system.

• Follow scripts, FAQs, and service guidelines while personalizing support.

• Collect and report recurring issues, complaints, and customer insights to management.

• Provide feedback on service improvement opportunities.

• Maintain accurate records of customer interactions and actions taken.

• Work closely with the service, sales, and marketing teams to align customer communication.

• Ensure compliance with company policies, data privacy, and communication standards.

• Participate in training sessions to stay updated on product knowledge and communication skills.

Qualifications & Skills:

• Bachelor’s degree in Business, Marketing, Communication, or related field (preferred).

• Proven experience in customer service, call center, or social media support role.

• Strong communication skills (verbal and written).

• Familiarity with CRM systems, social media management tools, and call center software.

• Ability to handle pressure, multitask, and resolve conflicts calmly.

• Good problem-solving skills with customer-oriented mindset.

• Fluency in English and local language(s).