PURPOSE OF THE ROLE We are seeking a Customer Service Specialist to deliver exceptional service through voice and chat channels. The successful candidate will act as a brand ambassador, resolving customer queries efficiently while ensuring professional, empathetic, and compliant customer experience aligned with UK service standards. This role is ideal for individuals with strong English communication skills, high attention to detail, and the ability to manage multiple customer interactions efficiently. RESPONSIBILITIES OF THE ROLE Provide timely and accurate customer support via voice channels (calls) while occasionally supporting live chat, email, or other digital channels as required Handle customer enquiries, complaints, and service requests in line with UK customer service expectations Maintain a high standard of spoken English, including tone, clarity, and professionalism Resolve issues efficiently on first contact where possible, escalating complex cases to the appropriate teams Navigate multiple systems and tools simultaneously to retrieve and update customer information Adhere to SLAs, KPIs, quality standards, and compliance requirements Accurately document all customer interactions and outcomes Demonstrate empathy and professionalism when dealing with sensitive or escalated cases Contribute to continuous improvement by identifying trends, issues, or process gaps QUALIFICATIONS/EDUCATION and EXPERIENCE Matric or Equivalent qualification Minimum 1 year’s Customer Service or Call Centre Experience in voice and chat campaigns. International Campaign experiences is advantageous Ability to work in UK hours and weekends. Reliable transport for late shifts CORE SKILLS AND COMPETENCIES Excellent spoken English communication skills (clarity, tone, and pronunciation) Strong customer-centric mindset with a problem-solving approach Ability to manage multiple conversations efficiently High attention to detail and accuracy Strong time management and organizational skills Resilient, adaptable, and able to work under pressure Tech-savvy with the ability to learn new systems quickly BENEFITS Competitive Salary Attendance bonus Performance-based Incentives Career progression and promotion opportunities Group Life Plan (Life Cover, Disability Benefit and Dread Disease and Funeral Cover) #J-18808-Ljbffr