Customer Service

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.