WFH Customer Services Representative

About the role – The Customer Services Representative will serve as the primary point of contact for clients, delivering prompt and courteous assistance across phone, email, and chat channels. This on‑site position requires strong communication and problem‑solving abilities to maintain high satisfaction levels.

Key responsibilities

• Respond to inbound inquiries, resolve issues, and provide accurate product information.

• Document all interactions in the CRM system, ensuring data integrity and timely follow‑up.

• Identify trends in customer concerns and collaborate with internal teams to implement improvements.

• Escalate complex cases while maintaining ownership until resolution.

• Meet or exceed defined service level agreements (SLAs) and quality metrics.

• Assist in training new team members on procedures and best practices.

• Contribute to a positive team environment by sharing knowledge and supporting peers.

Required qualifications

• 1–3 years of experience in a customer‑facing role, preferably in a call‑center or support environment.

• Excellent verbal and written communication skills.

• Proven ability to resolve conflicts and de‑escalate difficult situations.

• Proficiency with CRM software (e.g., Salesforce, Zendesk) and standard office applications.

• Strong analytical and problem‑solving capabilities.

• High school diploma or equivalent; associate degree or higher is a plus.

Nice to have

• Experience with multi‑channel support (phone, email, live chat).

• Familiarity with ticketing systems and workflow automation.

• Certification in customer service or conflict resolution.

• Fluency in a second language.