Customer Service Representative – Support & Issue Resolution

About the role

The Customer Service Representative ensures a positive experience for clients by handling inquiries, resolving issues, and coordinating with internal teams. Using CRM tools, the role tracks interactions and contributes to continuous service improvement.

Key responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Document and track all interactions, issues, and resolutions in the CRM system.
• Troubleshoot and resolve customer concerns, escalating complex cases when necessary.
• Collaborate with sales, technical support, and logistics teams to achieve effective resolutions.
• Maintain accurate records of communications and service activities.
• Monitor feedback and identify opportunities for service enhancements.
• Ensure compliance with company policies, service standards, and data‑privacy regulations.
• Contribute to knowledge‑base updates and continuous‑improvement initiatives.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• Previous experience in customer service or support roles.
• Strong verbal and written communication abilities.
• Excellent problem‑solving and conflict‑resolution skills.
• Ability to work collaboratively across functions.
• Organizational skills with attention to detail.

Required skills

• Proficiency with CRM platforms such as Salesforce.
• Experience using Zendesk.