Customer Service Representative

Summary

Join our team as a customer-oriented service representative! You will act as a liaison between our clients and their customers, providing product/service information, answering questions, and resolving problems efficiently and accurately. Excellent communication and problem-solving skills are essential, as you will manage a high volume of inbound and outbound calls daily. You'll need experience in a similar customer support role and familiarity with help desk software and CRM systems. This role offers the opportunity to build sustainable customer relationships and contribute to high customer satisfaction. Compensation and benefits are handled directly by the client, including salary, vacation, and holidays.

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Dedicated workstation at home
• 30 MBPS minimum Internet connection
• Backup device and Internet in times of power outages

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Manage large amounts of inbound and outbound calls in a timely manner
• Answer 50-100 calls per day depending on the client's industry
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their issues are resolved
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Willingness to be assigned other administrative tasks

Benefits

• Salary: $800 - $1000 USD/month
• Vacation Leaves and Holidays: The decision is entirely at the discretion of the client