Customer Service Representative

About the role – The Customer Service Representative will serve as the primary point of contact for our clients, delivering timely and effective solutions to inquiries and issues. This on‑site position requires strong communication skills, a proactive attitude, and the ability to manage multiple tasks in a fast‑paced environment.

Key responsibilities

• Respond to inbound calls, emails, and chat messages, ensuring a professional and courteous experience.

• Identify customer needs, troubleshoot problems, and provide clear, step‑by‑step resolutions.

• Document interactions accurately in the CRM system and follow up on open cases.

• Collaborate with cross‑functional teams to escalate complex issues and track resolution progress.

• Maintain up‑to‑date knowledge of products, policies, and procedures.

• Meet or exceed established service level agreements (SLAs) and performance metrics.

• Contribute to continuous improvement initiatives by sharing feedback and suggestions.

Required qualifications

• 2–3 years of proven experience in a customer‑facing support role.

• Excellent verbal and written communication skills.

• Demonstrated active listening and problem‑solving abilities.

• Strong time‑management skills with the ability to prioritize tasks effectively.

• Proficiency with CRM software and standard office applications.

Nice to have

• Experience with multi‑channel support (phone, email, chat).

• Familiarity with ticketing systems such as Zendesk or ServiceNow.

• Basic knowledge of the industry’s products or services.

• Certification in customer service or related fields.