Customer Support Representative

About the role

We are seeking a Customer Support Representative to be the primary point of contact for our clients. You will handle inquiries, resolve issues, and ensure a high level of satisfaction through prompt and professional service.

Key responsibilities

• Handle inbound and outbound calls, emails, and chats to address customer questions and concerns.
• Provide accurate product and service information, guiding customers on effective usage.
• Resolve complaints by diagnosing problems and guiding customers to solutions.
• Escalate unresolved issues to higher‑level support or specialized departments.
• Maintain detailed records of interactions, inquiries, and resolutions in the CRM system.
• Follow up with customers to confirm issue resolution and satisfaction.
• Stay updated on company policies, products, and procedures.
• Meet or exceed performance metrics such as handling time, satisfaction scores, and resolution rates.
• Collaborate with teammates to share insights and improve processes.
• Suggest relevant products or services based on customer needs.

Required profile

• Proven experience in a customer service or support role (preferred).
• Excellent verbal and written communication skills.
• Strong problem‑solving ability with patience and empathy.
• High school diploma or equivalent; a bachelor’s degree is a plus.
• Flexibility to work rotating shifts, weekends, or holidays if required.

Required skills

• Familiarity with Zendesk or Freshdesk.
• Experience using CRM systems such as Salesforce.

What we offer

• Competitive salary with commission‑based incentives.
• Opportunities for professional development and career growth.
• Supportive and dynamic work environment.