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