Customer Service Representative

Job description

***This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.*** Our client provides a cloud-based communication platform designed to help businesses improve their customer outreach and service operations. They are seeking a customer-focused professional to support inbound and outbound communication, resolve customer inquiries, maintain accurate support records, and contribute to a positive customer experience. ## Role Overview As a **Customer Service Representative**, you will provide day-to-day support to customers across phone, ticketing, live chat, and video interactions. You will handle inbound inquiries, conduct outbound follow-ups, resolve customer concerns, and help maintain a healthy customer pipeline. This is a hands-on customer-facing role for someone who is personable, responsive, and comfortable communicating with customers across multiple channels. You will work with tools such as Zendesk for ticket management and CallTools for outbound calling while occasionally supporting customers through live chat and Zoom. ### Location **Fully Remote (Work from Home) |** 9:00 AM - 5:00 PM EST ## Key Responsibilities ### Customer Support & Communication - Handle inbound customer calls and provide helpful, professional, and timely responses to inquiries. - Resolve customer concerns efficiently while maintaining a positive customer experience. - Conduct outbound calls using provided lead lists to follow up on customer inquiries and maintain customer engagement. - Support customers through live chat and Zoom calls when additional assistance is required. - Maintain professional and consistent communication across all customer interactions. ### Ticketing & Issue Management - Manage customer inquiries and support tickets through Zendesk. - Accurately document customer interactions, issues, resolutions, and required follow-ups. - Track open customer concerns and ensure issues are addressed in a timely manner. - Maintain organized and accurate support records to provide continuity throughout the customer experience. ### Customer Pipeline Management - Maintain an organized and healthy customer pipeline through consistent follow-up. - Track customer needs, outstanding requests, and next steps. - Proactively reconnect with customers when additional follow-up is required. - Help ensure customers remain engaged and satisfied throughout their experience with the company. ### Customer Satisfaction & Engagement - Deliver friendly, responsive, and solution-oriented support across phone, ticketing, chat, and video channels. - Listen carefully to customer needs and identify appropriate solutions. - Maintain a high level of professionalism while managing multiple customer interactions. - Contribute to strong customer satisfaction through timely follow-through and effective issue resolution. ### Sales Support - Identify customer needs during support interactions and introduce additional services when appropriate. - Support upselling opportunities while maintaining a customer-first approach. - Help contribute to company growth by connecting customers with relevant services based on their needs. ## Qualifications ### Experience - 1–2 years of experience in customer service, phone sales, or a similar customer-facing role. - Experience handling inbound and outbound customer calls. - Experience managing customer inquiries and resolving service-related issues. - Experience using Zendesk for ticket-based customer support is preferred. - Experience using CallTools or similar dialing platforms is preferred. ### Skills - Strong verbal and written communication skills with the ability to communicate professionally and clearly with customers. - Comfortable handling customer conversations over the phone, live chat, email, and Zoom. - Able to use Zendesk or similar ticketing systems to document, track, and resolve customer inquiries accurately. - Comfortable using outbound dialing tools such as CallTools or comparable platforms. - Familiar with Google Workspace, CRM systems, and other basic business software used to manage customer interactions. - Able to manage multiple customer conversations, follow-ups, and priorities while maintaining strong attention to detail. - Comfortable identifying appropriate upselling opportunities while maintaining a helpful and customer-focused approach. - Able to work effectively in a remote environment with reliable internet connectivity and appropriate equipment for customer calls and daily responsibilities. ## What Success Looks Like - Customers receive timely, professional, and helpful support across communication channels. - Customer inquiries and issues are accurately documented and resolved efficiently. - Zendesk tickets and customer follow-ups remain organized and up to date. - Outbound calls contribute to consistent customer engagement and healthy pipeline management. - Customer satisfaction remains high through responsive communication and effective problem-solving. - Relevant upselling opportunities are identified naturally during customer interactions. - Customer service goals and performance expectations are consistently achieved. ## Opportunity This is an opportunity to join a growing technology company and make a direct impact on the customer experience. You will gain hands-on experience across customer support, ticket management, outbound communication, and customer engagement while helping ensure customers receive responsive and reliable service. For someone who enjoys helping customers, solving problems, and building positive relationships, this role provides the opportunity to contribute to both customer satisfaction and company growth. ### **Application Process:** ### To be considered for this role these steps need to be followed: - Fill in the application form - Record a video showcasing your skill sets