Customer Service Representative

About the role

The Customer Service Representative provides frontline support to our clients handling inquiries resolving issues and ensuring a positive experience. This onsite position requires strong communication skills and the ability to manage multiple tasks efficiently.

Key responsibilities

• Respond to inbound and outbound customer contacts via phone email and chat maintaining a professional tone.

• Utilize the CRM system to log interactions track tickets and follow up on open cases.

• Diagnose and resolve product or service issues escalating complex problems when necessary.

• Meet daily and weekly performance metrics including response time and customer satisfaction scores.

• Collaborate with sales technical and billing teams to provide accurate information and seamless service.

• Identify recurring issues and suggest process improvements to reduce future inquiries.

• Maintain uptodate knowledge of company policies products and promotions.

Required qualifications

• 13 years of experience in a customerfacing role preferably in a callcenter environment.

• Proficiency with CRM software (e.g. Salesforce Zendesk HubSpot).

• Excellent verbal and written communication skills.

• Demonstrated problemsolving ability and attention to detail.

• Strong timemanagement and multitasking capabilities.

• High school diploma or equivalent; associate degree or higher preferred.

Nice to have

• Experience with livechat support platforms.

• Familiarity with basic troubleshooting of software or hardware products.

• Certification in customer service or related fields (e.g. HDI COPC).

• Knowledge of additional languages.

Required Skills:

CRM Software Problem Solving Communication Time Management Multitasking