Job description
Our client provides a cloud-based communication platform designed to help businesses improve outreach and customer service operations. They are seeking a motivated and personable Customer Service Representative to join their team. In this role, you will handle inbound and outbound calls, assist with customer inquiries, and help maintain pipeline health to ensure customer satisfaction. You’ll work with tools like Zendesk for ticketing and CallTools for dialing, and occasionally assist with live chats and Zoom calls.
Location: Fully-Remote (Work from Home), 8 AM - 8 PM EST
Key Responsibilities
Inbound & Outbound Calls:
Handle inbound calls, answer customer inquiries, and resolve issues promptly.
Make outbound calls to clients per provided lead lists to follow up on queries and drive satisfaction.
Maintain and manage a healthy customer pipeline to ensure client satisfaction.
Zendesk Ticketing:
Manage customer inquiries and support tickets using Zendesk.
Log and track customer issues accurately in the ticketing system.
Zoom Calls:
- Conduct Zoom calls with customers as needed, providing detailed support and resolving concerns.
Customer Engagement & Satisfaction:
Maintain high customer satisfaction by delivering professional, helpful, and timely support.
Occasionally handle live chats, ensuring prompt and effective client issue resolution.
Sales Support:
- Understand client needs and upsell services when appropriate, contributing to company growth.
Qualifications
1-2 years experience in customer service, phone sales, or similar customer-facing roles.
Fluency in English with an American-sounding accent is required.
Strong communication skills with a professional and friendly demeanor.
Experience using Zendesk and CallTools is preferred.
Stable Wi-Fi connection and own equipment for efficient call handling and task management.
Basic computer skills including Google Suite and CRM systems.
Positive attitude and motivation to deliver excellent customer service.
What Success Looks Like
Consistently high customer satisfaction with positive feedback.
Timely, effective resolution of customer issues via Zendesk and direct interactions.
Efficient outbound calling to maintain pipeline health and engage new clients.
Professionalism and productivity maintained in a fast-paced environment.
Consistent achievement of customer service goals and targets.
Opportunity
This is an excellent opportunity for someone passionate about customer service to join a growing company and make a meaningful impact. If you enjoy helping others, possess great communication skills, and are eager to grow in a dynamic, supportive environment, we encourage you to apply!
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
