Customer Service Representative (Remote)

Job Description

As a Customer Service Representative, you will serve as the initial point of contact for customers, addressing inbound queries through email, chat, and phone. Your responsibilities will include responding promptly within agreed SLAs, diagnosing and resolving issues efficiently, and escalating complex cases to specialized teams with clear context and customer history. Additionally, you will document every interaction accurately in the CRM, identify recurring issues for product and operations teams, and maintain knowledge of products, policies, and processes through continuous training.Key Responsibilities:- Respond to inbound customer queries across email, chat, and phone within agreed SLAs- Diagnose and troubleshoot issues, aiming for first-contact resolution- Escalate complex cases to specialist teams with clear context and customer history- Document all interactions in the CRM with precise notes and resolution status- Identify recurring issues and communicate them to product and operations teams- Stay updated on products, policies, and processes through ongoing trainingQualifications Required:- Minimum 1 year of experience in a customer-facing service role- Strong written and verbal English communication skills- Proficiency in CRM tools like Zendesk, Salesforce, or Freshdesk- Excellent active listening and problem-solving abilities- Comfortable working in a structured, metrics-driven environment- Ability to remain calm and professional under pressureIn addition to the above, you should bring:- Patience, empathy, and a genuine desire to assist customers in problem-solving- Clear written communication and ability to maintain a calm demeanor under pressure- Strong attention to detail and commitment to follow-through on every interaction- Ability to work effectively across time zones asynchronouslyThe company offers:- Fully remote work with flexible hours- Performance-based bonus structure- Annual learning & development stipend- Health and wellness perks (specifics vary by location)- Opportunity to contribute to high-impact projects on a large scaleThis is an equal opportunity role, and applications are encouraged from all qualified individuals, irrespective of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by law. Hiring decisions are based solely on qualifications, skills, and demonstrated ability. As a Customer Service Representative, you will serve as the initial point of contact for customers, addressing inbound queries through email, chat, and phone. Your responsibilities will include responding promptly within agreed SLAs, diagnosing and resolving issues efficiently, and escalating complex cases to specialized teams with clear context and customer history. Additionally, you will document every interaction accurately in the CRM, identify recurring issues for product and operations teams, and maintain knowledge of products, policies, and processes through continuous training.Key Responsibilities:- Respond to inbound customer queries across email, chat, and phone within agreed SLAs- Diagnose and troubleshoot issues, aiming for first-contact resolution- Escalate complex cases to specialist teams with clear context and customer history- Document all interactions in the CRM with precise notes and resolution status- Identify recurring issues and communicate them to product and operations teams- Stay updated on products, policies, and processes through ongoing trainingQualifications Required:- Minimum 1 year of experience in a customer-facing service role- Strong written and verbal English communication skills- Proficiency in CRM tools like Zendesk, Salesforce, or Freshdesk- Excellent active listening and problem-solving abilities- Comfortable working in a structured, metrics-driven environment- Ability to remain calm and professional under pressureIn addition to the above, you should bring:- Patience, empathy, and a genuine desire to assist customers in problem-solving- Clear written communication and ability to maintain a calm demeanor under pressure- Strong attention to detail and commitment to follow-through on every interaction- Ability to work effectively across time zones asynchronouslyThe company offers:- Fully remote work with flexible hours- Performance-based bonus structure- Annual learning & development stipend- Health and wellness perks (specifics vary by location)- Opportunity to contribute to high-impact projects on a large scaleThis is an equal opportunity role, and applications are encouraged from all qualified individuals, irrespective of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by law. Hiring decisions are based solely 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