Customer Service Specialist

Felix Solutions

About the Role

This is a full-time, hybrid position based in Ahmedabad, offering a mix of on-site work and work-from-home flexibility.

Key Responsibilities

• Handle incoming calls, emails, and chat inquiries.
• Provide accurate information and resolve customer issues in a timely and respectful manner.
• Log and track cases in internal systems.
• Follow up on open requests.
• Escalate complex issues when necessary.
• Collaborate with colleagues and other departments to improve customer experience.
• Identify recurring problems and suggest process improvements.
• Maintain service quality standards.
• Meet performance targets.
• Contribute to a positive and inclusive team environment.

Requirements & Tech Stack

• CRM or ticketing tools.
• Basic computer applications (e.g., email, spreadsheets, documentation tools).

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service experience.
• Ability to drive positive Customer Experience and Customer Satisfaction through clear, empathetic communication.
• Professional Phone Etiquette and confidence handling calls, emails, and chat interactions.
• Effective verbal and written communication skills in English.
• Willingness to work in a hybrid setup from Ahmedabad, with reliable internet connectivity for remote work.
• Problem-solving mindset, attention to detail, and ability to manage multiple inquiries simultaneously.
• Local language proficiency is an advantage.
• Prior experience in customer service or contact center environments is preferred.
• Relevant training or a diploma/degree in business, communications, or a related field is beneficial.