• Position: Customer Service Representative
• Number of hours: 40 hours/week, EST
• Schedule: Rotational shifts (including nights, weekends, and holidays as needed)

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone, ensuring prompt and accurate assistance.
• Address customer concerns, troubleshoot problems, and provide effective solutions in a timely manner.
• Stay updated on company products and services to provide accurate information to customers.
• Assist customers with placing, tracking, and updating orders or resolving issues related to transactions.
• Maintain detailed records of customer interactions using CRM tools (e.g., Salesforce, Zendesk).
• Recommend additional products or services to meet customer needs and enhance their experience, if applicable.
• Work with internal teams to escalate and resolve complex issues when necessary.
• Collect customer feedback and share insights with the relevant departments.
• Adhere to company policies and procedures, maintaining a high standard of professionalism in all interactions.
• Maintain a professional, empathetic, and positive attitude with customers.
• Perform other ad hoc tasks as assigned.

Requirements:

• Proven work experience as a Customer Service Representative or in a relevant role is required.
• Experience handling different communication channels (email, phone, chat) is a must.
• Demonstrates a highly customer-focused, “can-do” approach and understanding of key service values.
• Excellent working knowledge of CRM tools and telephone systems.
• Strong communication and presentation skills.
• Ability to craft thoughtful responses and engage in meaningful conversations.
• Clear and concise communicator, both verbally and in writing.
• Strong interpersonal skills and ability to interact with colleagues and clients at all levels.
• Self-motivated with the ability to take initiative, work independently, and also collaborate as needed.
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.