Customer Service Representative

Customer Service Representative (CSR)

Position Type : Full-Time, Remote

Working Hours : U.S. client business hours (with flexibility for evenings / weekends depending on client support needs)

About the Role : Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied.

Responsibilities :

Customer Interaction & Resolution :

• Handle 50100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
• Respond to inquiries across channels (phone, email, live chat, social media).
• Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams.

Knowledge Management :

Ticket Management :

Customer Satisfaction & Feedback :

Collaboration :

Compliance & Quality :

What Makes You a Perfect Fit :

Required Experience & Skills (Minimum) :

Ideal Experience & Skills :

What Does a Typical Day Look Like?

A CSR's day revolves around resolving customer issues quickly and professionally. You will :

In essence : you ensure every customer interaction ends with clarity, professionalism, and resolution.

Key Metrics for Success (KPIs) :

Interview Process :