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 efficiently, escalating complex cases to specialist teams, documenting interactions accurately in the CRM, identifying recurring issues for product improvement, and staying up-to-date on products and processes through training.Key Responsibilities:- Respond to inbound customer queries via 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- Comfortable working in a structured, metrics-driven environment- Ability to remain calm and professional under pressureWhat Youll Bring:- Patience, empathy, and a genuine interest in helping people solve problems- Clear written communication and a calm demeanor under pressure- Strong attention to detail and follow-through on every interaction- Comfort working asynchronously across different time zonesWhat We Offer:- Fully remote position with flexible work hours- Performance-based bonus structure- Annual learning & development stipend- Health and wellness benefits (specifics vary by location)- Opportunity to contribute to high-scale, real-world impact projectsThis is an equal opportunity role open to all qualified individuals regardless of race, color, ethnicity, gender, gender identity, sexual orientation, age, religion, disability, marital status, or any other protected characteristic. 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 efficiently, escalating complex cases to specialist teams, documenting interactions accurately in the CRM, identifying recurring issues for product improvement, and staying up-to-date on products and processes through training.Key Responsibilities:- Respond to inbound customer queries via 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- Comfortable working in a structured, metrics-driven environment- Ability to remain calm and professional under pressureWhat Youll Bring:- Patience, empathy, and a genuine interest in helping people solve problems- Clear written communication and a calm demeanor under pressure- Strong attention to detail and follow-through on every interaction- Comfort working asynchronously across different time zonesWhat We Offer:- Fully remote position with flexible work hours- Performance-based bonus structure- Annual learning & development stipend- Health and wellness benefits (specifics vary by location)- Opportunity to contribute to high-scale, real-world impact projectsThis is an equal opportunity role open to all qualified individuals regardless of race, color, ethnicity, gender, gender identity, sexual orientation, age, religion, disability, marital status, or any other protected characteristic. 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