Customer Care Specialist
Core
Resolve complex and urgent customer issues across phone, email, chat, and social media channels while managing call center operations and quality assurance.
Role type
Senior Customer Care Specialist (Level 2/Team Oversight)
Builds
Customer satisfaction and operational efficiency for a retail/convenience brand
Domain
Retail / Customer Support
Deliverable
client delivery
Required skills
Advanced troubleshooting, SLA compliance, digital analytics, call center queue management, social media response, quality assurance audits, root cause analysis, policy application, stakeholder collaboration
Preferred skills
Marketing or communications degree, social media reputation management experience, Microsoft Office proficiency
Technologies
Genesys, Salesforce, Microsoft Office
Responsibilities
Execute daily QA audits of 40+ cases, monitor and manage phone queues, respond to social media inquiries within 16 hours, resolve escalated technical and complex customer inquiries, report system errors, analyze customer data to improve SLAs, and collaborate with internal teams on product feedback.
Seniority
Senior, hands-on IC with team oversight
