Stylo is hiring Customer Service Specialist

• Total Positions: 1

• Experience Required: 3–5 Years

• Education Required: Bachelor's Degree (BBA Preferred)

Stylo Group is seeking a skilled and experienced Customer Service Specialist to supervise customer service operations, monitor team performance, manage complaints and refunds, and ensure high service quality. The successful candidate will oversee a team of four Customer Service Representatives and coordinate with relevant departments to maintain efficient workflows and customer satisfaction.

Key Responsibilities

👥 Team Supervision & Performance Monitoring

• Lead and supervise a team of four Customer Service Representatives.

• Monitor daily performance, response times, call handling, and complaint resolution.

• Review call center reports and ensure compliance with key performance indicators (KPIs).

• Support team members during peak hours and handle customer calls when required.

📩 Customer Complaints & Refund Management

• Oversee refund-related emails and voucher processing.

• Manage customer complaints across IME, TA, Shopify, and other platforms.

• Coordinate with Finance, E-commerce, Audit, and Retail teams on claims and reconciliations.

• Handle order cancellations resulting from stock unavailability.

• Escalate legally sensitive matters to the reporting manager.

⭐ Service Quality & KPI Management

• Monitor call abandonment rates, targeting below 5%.

• Maintain a First Call Resolution (FCR) rate of 85%.

• Target a Customer Satisfaction Score (CSAT) of 90%.

• Monitor service levels for calls answered within 20 seconds.

• Ensure complaint resolution within 24–48 hours.

• Keep the escalation rate below 7%.

• Identify complaint trends and recommend process improvements.

• Ensure compliance with quality assurance standards.

📊 Reporting & Process Control

• Prepare daily and weekly performance reports.

• Monitor paid orders, out-of-stock cases, and order cancellations.

• Maintain accurate records of refunds, claims, and escalations.

• Ensure structured processes and discipline across customer service operations.

🎓 Eligibility Criteria

• Bachelor's degree in a relevant field; BBA is preferred.

• 3–5 years of experience in customer service.

• Previous supervisory experience or team leadership exposure.

• Strong communication, organizational, and problem-solving skills.

💼 Required Skills

• Team supervision and performance monitoring.

• KPI tracking, analysis, and reporting.

• Customer complaint resolution and escalation management.

• Refund and stock-related complaint handling.

• Process documentation and operational discipline.

• Cross-functional coordination with internal departments.

• Maintaining timely responses during high-volume periods.

• Ensuring service quality under pressure.

• Balancing customer expectations with stock availability.

📨 How to Apply

Interested and eligible candidates should visit the official Stylo Group careers portal to review the vacancy and submit their application before the closing date.

🔎 Source: Official Careers Portal

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