Customer Service Representative

About the role

The Customer Service Representative provides front‑line support to our clients, handling inquiries, resolving issues, and ensuring a positive experience. This on‑site 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 up‑to‑date knowledge of company policies, products, and promotions.

Required qualifications

• 1–3 years of experience in a customer‑facing role, preferably in a call‑center environment.

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

• Excellent verbal and written communication skills.

• Demonstrated problem‑solving ability and attention to detail.

• Strong time‑management and multitasking capabilities.

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

Nice to have

• Experience with live‑chat 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.