Customer Service Specialist

About the role

Join the Customer Care team at Coco Republic’s Alexandria Head Office and be the first point of contact for clients in a fast‑paced, client‑focused environment. You will handle enquiries across phone, email, chat and digital platforms, navigate multiple internal systems and collaborate with showrooms, logistics, service and operations to deliver seamless end‑to‑end outcomes.

Key responsibilities

• Deliver first‑call resolution by owning customer enquiries from start to finish.
• Manage inbound and outbound enquiries via phone, email, chat and ticketing systems.
• Handle live phone queues and online chats while juggling multiple active cases.
• Navigate and update ERP and CRM systems accurately and efficiently.
• Assess, prioritise and act on enquiries in a high‑volume environment with shifting priorities.
• Work closely with internal stakeholders—including showrooms, operations, logistics and specialist teams—to resolve or escalate issues.
• Maintain clear, professional written communication with customers and internal teams.
• Meet and exceed individual and team KPIs, quality measures and performance targets.

Required profile

• Proven experience in customer service, administration, retail or hospitality.
• Highly confident using computers and digital systems; quick to learn new platforms with minimal training.
• Comfortable navigating multiple systems simultaneously (e.g., ticketing platforms, ERPs, shared documents, email, browsers).
• Professional written communication skills with strong attention to detail.
• Polished phone manner and ability to manage live call queues calmly.
• Strong organisational and time‑management abilities, able to juggle competing priorities.

Required skills

• ERP systems
• CRM systems
• Ticketing platforms