Customer Service Representative
About the Company
The Customer Service Representative is the frontline ambassador of the company, responsible for ensuring that every customer interaction is positive and helpful. Your role is to build trust and maintain customer loyalty by providing timely and accurate solutions to their problems. In a remote environment, you must be a master of written and verbal communication, as you represent the brand’s personality through a screen or phone. You are the "voice of the customer" within the company, providing valuable feedback to other departments on how to improve the product or service.
Job Description
You will respond to customer inquiries across multiple platforms, including live chat, email, social media, and phone calls, in a professional and friendly manner. Your tasks involve troubleshooting product issues, processing returns, and explaining complex service features to users. You are responsible for maintaining a comprehensive knowledge of the company’s products and policies to provide accurate information at all times. Accurately documenting every customer interaction in the CRM system is vital for maintaining a clear history of support.
Requirements
Excellent communication skills in English are mandatory, as you will be interacting with a global customer base daily. You must have prior experience working with CRM platforms such as Zendesk, Intercom, Salesforce, or Freshdesk. The ability to remain calm and professional under pressure, especially when dealing with frustrated customers, is a key requirement. You should be tech-savvy enough to quickly learn new software and troubleshoot basic technical issues for users. High emotional intelligence and a genuine passion for helping people are the most important qualities for success in this role.