WFH Customer Services Representative

About the role The Customer Services Representative will handle inbound and outbound inquiries, providing prompt, accurate assistance to our clients. This on‑site position requires strong communication and active‑listening skills to resolve issues and maintain high customer satisfaction.

Key responsibilities

• Respond to customer calls, emails, and chat messages in a courteous and timely manner.

• Identify customer needs, troubleshoot problems, and guide users through solutions.

• Document interactions and outcomes in the CRM system with clear, concise notes.

• Escalate complex issues to the appropriate department while keeping the customer informed.

• Meet or exceed daily and weekly service level targets, including response time and resolution rate.

• Participate in regular training sessions to stay current on product updates and service protocols.

• Gather customer feedback and suggest process improvements to enhance the service experience.

Required qualifications

• High school diploma or equivalent; some college coursework preferred.

• 0–1 year of experience in a customer‑facing role, such as call center or retail.

• Excellent verbal and written communication skills.

• Demonstrated active‑listening ability and empathy when dealing with customers.

• Basic computer proficiency, including familiarity with Microsoft Office and CRM platforms.

• Ability to work a flexible schedule, including occasional evenings or weekends as needed.

Nice to have

• Experience with ticketing systems or help‑desk software.

• Multilingual proficiency or experience serving a diverse customer base.

• Previous exposure to remote collaboration tools (e.g., Slack, Teams) despite the on‑site setting.

• Certification in customer service excellence or related fields.