Why Valtech?
At Valtech, we are the experience innovation company. We help brands create meaningful connections with their customers through data, technology, creativity, and human-centered experiences. We work in a collaborative, multicultural environment where continuous learning, innovation, and customer focus are at the core of everything we do.
We are currently looking for a Customer Service Specialist to join our team and support a global consumer brand by delivering exceptional customer experiences and ensuring effective complaint management across multiple service channels.
The Opportunity
As a Customer Service Specialist, you will be responsible for managing customer interactions across multiple communication channels, ensuring accurate complaint registration, reporting, and resolution follow-up. You will play a key role in maintaining data quality, identifying trends, and collaborating with cross-functional teams to improve customer satisfaction and operational processes.
This role requires strong communication skills, attention to detail, analytical thinking, and a customer-centric mindset.
What You'll Do
Customer Support & Complaint Management
- 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.
Reporting & Data Management
- 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.
Cross-Functional Collaboration
- 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.
What We’re Looking For
Must-Have Skills & Experience
- 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.
Nice-to-Have Skills
- Experience working with Quality Management Systems (QMS) or complaint tracking platforms.
- Knowledge of reporting and visualization tools such as Looker Studio.
- Experience using social media management and conversation platforms such as Emplifi, Hootsuite, or similar tools.
- Experience analyzing consumer feedback and identifying operational improvement opportunities.
- Familiarity with warranty and replacement management processes.
Soft Skills
- Active listening and empathy.
- Strong customer orientation and service mindset.
- Excellent organizational and time-management skills.
- Effective communication across different stakeholder groups.
- Proactive approach to problem-solving.
- Ability to manage multiple priorities in a fast-paced environment.
- Team-player attitude and collaborative mindset.
What Success Looks Like
- Customer complaints are accurately documented and resolved efficiently.
- Information remains consistent across customer service and quality teams.
- Reports are delivered accurately and on time.
- Emerging customer issues and trends are proactively identified.
- Customer satisfaction, trust, and loyalty are continuously strengthened through exceptional service delivery.
Our Commitment to You
At Valtech, you'll be part of a global team passionate about creating exceptional experiences. We foster an inclusive culture where diverse perspectives are valued, and where every team member has opportunities to learn, grow, and make a meaningful impact.
Ready to create better experiences and help drive customer satisfaction? We'd love to hear from you.