Customer Service Representative

Responsibilities:

Multi-Channel Support:

• Provide high-quality customer support through email, live chat, and inbound calls
• Respond to customer inquiries promptly and professionally across all channels
• Handle high-volume interactions while maintaining quality standards

Issue Resolution:

• Resolve customer issues, complaints, and service requests efficiently
• Process refunds, reshipments, account updates, and other service requests
• Escalate complex issues to appropriate teams when necessary

Customer Experience:

• Deliver exceptional customer experiences by demonstrating empathy, active listening, and clear communication
• Build rapport with customers and create positive interactions
• De-escalate challenging situations with patience and professionalism

Performance & Quality:

• Meet productivity, quality, SLA, and KPI targets consistently
• Adhere to assigned schedules, attendance policies, and operational guidelines
• Proactively communicate any situation that may impact performance or availability (technical issues, personal matters, health situations)

Product Knowledge:

• Stay updated on client products, services, policies, and procedures
• Continuously learn and adapt to new information and updates

Documentation:

• Accurately document cases, interactions, and updates in internal systems and tracking tools
• Maintain detailed and organized records of customer interactions

Continuous Improvement:

• Participate actively in training sessions, coaching, and continuous improvement initiatives
• Receive feedback constructively and demonstrate rapid improvement
• Support special projects and cross-functional initiatives when required

Communication:

• Maintain professional communication standards with customers and internal stakeholders
• Collaborate effectively with team members and other departments

Requirements:

• A minimum of High school diploma or equivalent (required)
• Associate's or Bachelor's degree (preferred)
• Previous experience in customer service, BPO, call center, or support roles (1-2 years preferred)
• Experience with email, live chat, and phone support (preferred)
• Advanced English level (B2+ spoken and written)
• Excellent verbal and written communication skills
• Strong active listening and empathy skills
• Results-oriented with strong accountability
• Proficiency with Google Workspace (Gmail, Docs, Meet, Calendar)
• Proficiency with customer support platforms (Zendesk, Freshdesk, Intercom, or similar)
• High level of digital literacy and ability to learn new systems quickly
• Strong time management and organizational skills
• Ability to multitask across multiple channels simultaneously
• Team-oriented mindset
• Continuous learning attitude
• High integrity and responsibility
• Strong analytical and problem-solving skills
• Ability to remain calm under pressure

Technical Requirements:

• Reliable and stable internet connection (minimum 10 Mbps)
• Computer with a minimum Intel Core i5 processor or equivalent
• Noise-cancelling headset with microphone
• A fully functional laptop and reliable high-speed internet are required
• Windows operating system only; iOS is not supported
• Backup power solution (UPS or generator) recommended

Working Conditions & Benefits:

• 100% remote work modality
• Stable employment contract
• Paid training and ongoing development
• Career growth opportunities within an international organisation
• Supportive and collaborative work environment
• Performance-based incentives
• Access to wellness and mental health resources