Customer Service Representative

Summary

Join our client, a provider of a cloud-based communication platform, as a Customer Service Representative! This fully remote position (8 AM - 8 PM EST) focuses on handling inbound and outbound calls, managing customer inquiries via Zendesk, and ensuring customer satisfaction. You will utilize tools like Zendesk and CallTools, occasionally assisting with live chats and Zoom calls. Success involves consistently high customer satisfaction, timely issue resolution, and efficient outbound calling. This is a great opportunity to join a growing company and make a meaningful impact.

Requirements

• 1-2 years experience in customer service, phone sales, or similar customer-facing roles
• Fluency in English with an American-sounding accent is required
• Strong communication skills with a professional and friendly demeanor
• Stable Wi-Fi connection and own equipment for efficient call handling and task management
• Basic computer skills including Google Suite and CRM systems
• Positive attitude and motivation to deliver excellent customer service

Responsibilities

• Handle inbound calls, answer customer inquiries, and resolve issues promptly
• Make outbound calls to clients per provided lead lists to follow up on queries and drive satisfaction
• Maintain and manage a healthy customer pipeline to ensure client satisfaction
• Manage customer inquiries and support tickets using Zendesk
• Log and track customer issues accurately in the ticketing system
• Conduct Zoom calls with customers as needed, providing detailed support and resolving concerns
• Maintain high customer satisfaction by delivering professional, helpful, and timely support
• Occasionally handle live chats, ensuring prompt and effective client issue resolution
• Understand client needs and upsell services when appropriate, contributing to company growth

Preferred Qualifications

Experience using Zendesk and CallTools is preferred