Customer Service Representative
About the role
We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.
You’ll be the frontline voice of the company, responsible for:
Resolving customer issues quickly
Delivering a positive support experience
Maintaining strong communication under pressure
If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.
What you’ll own
Customer interaction & issue resolution
Handle 50–100 daily support tickets using platforms like:
Zendesk
Freshdesk
Salesforce Service Cloud
Respond via:
Phone
Live chat
Social channels
Aim for first-contact resolution (FCR)
Escalate complex issues to Tier 2 or technical teams
Ticket & SLA management
Prioritize tickets based on urgency and SLA requirements
Track and manage open cases to ensure timely resolution
Document all interactions clearly in the system
Maintain organized and complete ticket records
Knowledge base & efficiency
Update internal knowledge bases and FAQs
Create and improve:
Response templates
Macros
Help reduce repetitive tickets through better documentation
Customer experience & feedback
Communicate with empathy and professionalism
Capture customer feedback (CSAT, NPS)
Identify recurring issues and flag trends
Escalate negative experiences for quick resolution
Collaboration
Work closely with:
Product
Engineering
Operations teams
Provide insights to improve customer experience and product quality
Compliance & quality
Ensure compliance with:
GDPR
HIPAA (if applicable)
Maintain confidentiality when handling customer data
Follow quality standards for all interactions
What success looks like
High first-contact resolution rates
Fast response and resolution within SLA
Strong customer satisfaction (CSAT ? 90%)
Clean, organized ticket management
Positive feedback from customers and leadership
What makes you a strong fit
Patient, empathetic, and customer-focused
Strong communicator (written and verbal)
Comfortable handling high ticket volumes
Organized and detail-oriented
Resilient under pressure
Adaptable across different industries and customer types
Requirements (must-have)
Experience
1–2+ years in:
Customer service
Call center
Support roles
Experience using at least one platform:
Zendesk
Freshdesk
Salesforce Service Cloud
Skills
Strong typing and multitasking ability
Excellent written and verbal English
Proficiency with:
Microsoft Office
Google Workspace
Ability to manage multiple tickets and priorities simultaneously
Nice to have
Multilingual support experience
Industry exposure:
SaaS
E-commerce
Healthcare
Finance
Experience in KPI-driven environments
Familiarity with:
Chatbots
AI-powered support tools
Tools you’ll use
Zendesk / Freshdesk / Salesforce Service Cloud
Email & chat systems
Knowledge base tools
Internal collaboration platforms
What a typical day looks like
Review and prioritize incoming tickets
Respond to customer inquiries across channels
Resolve issues or escalate when needed
Update knowledge base with new solutions
Collaborate with internal teams on complex cases
Track feedback and improve support quality
Clear or update ticket queue before end of day
In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.
Key metrics (KPIs)
First contact resolution (FCR)
Average handle time (AHT)
CSAT / NPS scores (target ? 90%)
SLA adherence
Ticket backlog management
Interview process
Initial phone screen
Video interview with recruiter
Practical task (handle sample tickets)
Client interview
Offer & background verification
Apply now
If you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you.
Apply now and become the voice that delivers exceptional customer experiences every day.