Customer Service Representative

We are seeking a patient, empathetic, and detail-oriented Customer Service Representative to join our team. In this role, you will serve as the primary point of contact for our customers, resolving inquiries, troubleshooting issues, and delivering exceptional service across multiple channels—including phone, email, live chat, and support tickets.

Responsibilities

• Customer Interaction: Timely respond to incoming customer inquiries via phone, email, live chat, or ticketing platforms with accuracy and professionalism.
• Issue Resolution: Diagnose and troubleshoot product or service issues, process returns/exchanges, track orders, and resolve billing or account inquiries.
• Relationship Building: Build trust and positive relationships with customers through active listening, empathy, and clear communication.
• CRM Management: Document all customer interactions, feedback, and escalation details accurately in the customer relationship management (CRM) database.
• Process Improvement: Identify recurring customer pain points and communicate insights to internal teams (Product, Logistics, Operations) to improve processes and customer satisfaction.
• Escalation Handling: De-escalate challenging customer situations calmly and escalate complex technical or policy issues to appropriate departments when necessary.

Qualifications

• Experience: 1–3+ years of experience in customer service, call center operations, or client-facing roles.
• Communication Skills: Excellent written and verbal communication skills with a strong command of grammar and tone.
• Technical Aptitude: Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, or HubSpot) and standard computer systems.
• Problem-Solving: Strong critical thinking and decision-making skills to find fast, effective solutions under pressure.
• Interpersonal Skills: Exceptional active listening skills, high emotional intelligence, and patience.

Preferred Qualifications

• Experience with live chat support, social media customer care, or helpdesk platforms.
• Bilingual or multilingual fluency.
• Background in e-commerce, SaaS, or retail environments.