Customer Service Representative

About the role

We are looking for a Customer Service Representative to deliver exceptional support across phone, email, chat and other channels. The role involves handling inquiries, processing transactions and ensuring a positive experience for every customer.

Key responsibilities

• Provide prompt, accurate assistance via phone, email, chat and other communication channels.
• Process customer requests such as account updates, orders, returns, cancellations and other service‑related transactions.
• Document interactions, resolutions and follow‑up activities in the CRM or ticketing system.
• Escalate complex issues to the appropriate department while ensuring timely resolution.
• Maintain up‑to‑date knowledge of company products, services and policies.
• Meet or exceed KPIs related to customer satisfaction, quality, response time and productivity.
• Collaborate with internal teams to resolve concerns and improve service delivery.
• Identify recurring issues and suggest improvements to enhance the overall customer experience.

Required profile

• Proven experience in a customer service or support role, preferably in a remote or BPO environment.
• Excellent verbal and written English communication skills.
• Strong problem‑solving, conflict‑resolution and multitasking abilities.
• Ability to work independently while maintaining high service quality.
• Reliable computer, high‑speed internet, noise‑cancelling headset and a dedicated home office setup.

Required skills

• Experience with CRM systems and ticketing platforms.
• Proficiency in Microsoft Office Suite.
• Proficiency in Google Workspace.