Customer Service Representative

Responsibilities:

• Handle customer inquiries via phone, email, and chat, providing timely and accurate responses.
• Troubleshoot software issues and escalate complex problems to technical teams when necessary.
• Assist with account management, including onboarding, billing, subscription changes, and renewals.
• Resolve complaints professionally, ensuring customer satisfaction and loyalty.
• Educate customers on product features, updates, and best practices for effective usage
• Document interactions in CRM systems to track issues, resolutions, and follow-ups
• Collaborate with internal teams (engineering, product, sales) to improve customer experience.
• Collect and relay feedback to help shape product development and service improvements
• Promote company image by maintaining professionalism, empathy, and clear communication
• Monitor performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Create and maintain self-help resources like FAQs, tutorials, and knowledge base articles.
• Provide proactive support by reaching out with updates, reminders, or solutions before issues arise.

Requirements:

• Strong verbal and written communication skills.
• Basic technical knowledge of software systems and troubleshooting.
• Experience with CRM tools and customer support platforms.
• Ability to multitask, prioritize, and manage time effectively.
• Customer-focused attitude with problem-solving skills.
• Previous experience in IT/software customer service is an advantage.