Customer Care Specialist

About the role

People Perfect is seeking a Customer Care Specialist to be the first point of contact for customers via calls, emails, and chats. You will resolve queries quickly, troubleshoot product issues, and help shape a smoother customer experience while representing the company’s high service standards.

Key responsibilities

• Answer all incoming calls, emails, and chats promptly, aiming for a 70% first‑call resolution rate.
• Handle complaints with empathy and professionalism, targeting CSAT scores of 80% or above.
• Document technical issues clearly, assist customers with product challenges, and escalate complex cases as needed.
• Prioritize and follow up on escalated cases until resolved to the customer’s satisfaction.
• Maintain up‑to‑date product knowledge through training and mandatory modules.
• Proactively engage customers to identify needs and convert at least 20 leads into meetings each month.
• Flag recurring issues and suggest process improvements.

Required profile

• Bachelor’s degree (BBA, BBIT, BCom, BSc/BS, BA or equivalent).
• 2–4 years of relevant customer service or call‑centre experience.
• Hands‑on experience with CRM or project‑management software.
• Proficiency in Microsoft Office.
• Excellent verbal and written communication skills.
• Initiative, persistence, empathy, patience, and strong problem‑solving ability.

Required skills

• CRM / PM software
• Microsoft Office