Customer Service Representative

Job Description

As a Customer Service Representative, you will be the first point of contact for customers, handling inbound queries across email, chat, and phone. Your main responsibilities will include responding to customer queries within agreed SLAs, diagnosing and resolving issues promptly, escalating complex cases when necessary, documenting interactions accurately in CRM, identifying recurring issues for product and operations teams, and maintaining knowledge through ongoing training.Key Responsibilities:- Respond to inbound customer queries across email, chat, and phone within agreed SLAs- Diagnose and resolve problems on the first contact whenever possible- Escalate complex cases to specialist teams with clear context and customer history- Document every interaction in the CRM with accurate notes and resolution status- Identify recurring issues and communicate them to product and operations teams- Maintain knowledge of products, policies, and processes through ongoing trainingRequired Skills and Qualifications:- 1 years of experience in a customer-facing service role- Excellent written and verbal English communication skills- Familiarity with CRM tools like Zendesk, Salesforce, or Freshdesk- Strong active listening and problem-solving abilities- Comfort working in a structured, metrics-driven environment- Ability to remain calm and skilled under pressureWhat Youll Bring:- Patience, empathy, and a genuine interest in helping customers solve problems- Clear written communication and a calm tone under pressure- Strong attention to detail and follow-through on every interaction- Comfort working asynchronously across time zonesIn addition to the competitive salary based on experience and qualifications, you will have the opportunity to work fully remote with flexible hours, a performance-based bonus structure, an annual learning & development stipend, health and wellness benefits (varies by location), and the chance to work on high-scale, real-world impact projects.This role is an equal opportunity position, and applications are encouraged from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, or marital status. Hiring decisions are solely based on qualifications, skills, and demonstrated ability. As a Customer Service Representative, you will be the first point of contact for customers, handling inbound queries across email, chat, and phone. Your main responsibilities will include responding to customer queries within agreed SLAs, diagnosing and resolving issues promptly, escalating complex cases when necessary, documenting interactions accurately in CRM, identifying recurring issues for product and operations teams, and maintaining knowledge through ongoing training.Key Responsibilities:- Respond to inbound customer queries across email, chat, and phone within agreed SLAs- Diagnose and resolve problems on the first contact whenever possible- Escalate complex cases to specialist teams with clear context and customer history- Document every interaction in the CRM with accurate notes and resolution status- Identify recurring issues and communicate them to product and operations teams- Maintain knowledge of products, policies, and processes through ongoing trainingRequired Skills and Qualifications:- 1 years of experience in a customer-facing service role- Excellent written and verbal English communication skills- Familiarity with CRM tools like Zendesk, Salesforce, or Freshdesk- Strong active listening and problem-solving abilities- Comfort working in a structured, metrics-driven environment- Ability to remain calm and skilled under pressureWhat Youll Bring:- Patience, empathy, and a genuine interest in helping customers solve problems- Clear written communication and a calm tone under pressure- Strong attention to detail and follow-through on every interaction- Comfort working asynchronously across time zonesIn addition to the competitive salary based on experience and qualifications, you will have the opportunity to work fully remote with flexible hours, a performance-based bonus structure, an annual learning & development stipend, health and wellness benefits (varies by location), and the chance to work on high-scale, real-world impact projects.This role is an equal opportunity position, and applications are encouraged from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, or marital status. Hiring decisions are solely based on qualifications, skills, and demonstrated ability.

Keyskills :
SalesforceExcellent writtenverbal English communicationFamiliarity with CRM tools such as Zendesk FreshdeskStrong active listeningproblemsolving skillsComfort working in a structuredmetricsdriven environmentAbility to stay calm