Customer Service Representative

Job description

About this role

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. 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.

Responsibilities

• 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.
• 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.
• 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.

Qualifications and requirements

• 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.
• 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.