Manage assigned customer service channels, including phone, WhatsApp, and email.
Actively listen to customer concerns and provide professional, empathetic, and satisfactory responses.
Collect and document customer and consumer feedback, complaints, and inquiries with accuracy and completeness.
Consolidate complaints and comments gathered from community managers, bots, conversation management tools, and social channels.
Classify and organize complaint information according to defined reporting standards.
Register and track complaints within client and quality management systems.
Generate detailed complaint reports and communicate findings to the appropriate stakeholders.
Ensure consistency, accuracy, and alignment of information between customer service and quality teams.
Maintain high standards of data integrity and documentation.
Analyze complaint data and identify recurring trends, patterns, and improvement opportunities.
Coordinate with quality, operations, support, and other internal teams to support complaint resolution processes.
Follow up on replacements, warranty claims, and customer cases to ensure timely resolution.
Partner with quality teams to drive continuous improvement initiatives based on customer feedback and complaint insights.
Contribute to process optimization through data-driven recommendations.

Experience in customer service, customer support, complaint management, or related roles.
Experience managing multiple customer communication channels such as phone support, messaging platforms, and email.
Strong written and verbal communication skills.
Experience working with customer service and ticketing platforms (e.g., Zendesk or similar).
Proficiency in Microsoft Excel and Google Sheets for data management and reporting.
Ability to classify, organize, and maintain large volumes of customer information accurately.
Strong attention to detail and commitment to data quality.
Customer-first mindset with strong problem-solving capabilities.
Ability to work collaboratively with cross-functional teams.

Customer Service

Key skills