Resolves customer inquiries and support issues
A Customer Service Rep. is responsible for providing frontline support to customers across email, chat, and phone channels. They handle inquiries, resolve issues, and ensure customers receive clear, timely, and accurate assistance. This role combines communication, problem-solving, and product knowledge to maintain high customer satisfaction and strengthen overall service quality. Customer Service Specialists also document cases, identify recurring issues, and collaborate with internal teams to deliver a seamless support experience.
• Provide customer support across email, chat, and phone.
• Troubleshoot and resolve customer issues efficiently.
• Maintain accurate case records in CRM and support systems.
• Manage open tickets through to resolution.
• Escalate recurring issues and contribute to service improvements.
• Support customer onboarding and product usage.
• Proven experience in customer service or support roles.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Organized and capable of managing multiple requests.
• Tech-savvy; quick to learn new tools and processes.
• Reliable and able to work independently.
• CRM: HubSpot, Salesforce, Zoho
• Support tools: Zendesk, Freshdesk, Intercom, Gorgias
• Communication: Slack, Zoom, Google Workspace
• Response and resolution times
• Customer Satisfaction (CSAT) scores
• SLA compliance
• Quality and accuracy of case documentation
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