Customer Service Representative (CSR)

Job Description

Responsibilities

• Handle high volumes of customer interactions via phone, email, and live chat with accuracy and professionalism
• Maintain and update customer records using CRM and helpdesk platforms (e.g., Salesforce, Zendesk, ServiceNow)
• Resolve customer inquiries, complaints, and service requests in a timely and empathetic manner
• Collaborate with internal teams such as sales, technical support, and logistics to resolve complex issues
• Identify and communicate upselling or cross-selling opportunities where applicable
• Maintain clear documentation and follow-up records in line with company and client policies
• Meet and exceed KPIs including Customer Satisfaction (CSAT), First Call Resolution (FCR), and response time metrics
• Support administrative and technical tasks as required, including data entry and basic financial tracking
• Stay current with product knowledge, service protocols, and client-specific requirements
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Requirements

• Minimum of 1–5 years customer service experience in fast-paced, high-volume environments
• Strong working knowledge of CRM systems and customer support tools
• Excellent verbal and written communication skills
• Proven problem-solving and conflict-resolution abilities
• Experience supporting customers across industries such as finance, healthcare, retail, or technology
• Intermediate proficiency in Microsoft Office Suite, Google Workspace, and data entry tools
• Ability to multitask, prioritize tasks, and maintain strong attention to detail
• Experience with both B2B and B2C service models is an advantage
• Technical support or IT help desk experience is a plus
• Bachelor’s Degree in Business Administration or a related field is preferred but not required
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• Familiarity with collaboration and project tools such as Jira, Confluence, Rally, or Azure DevOps
• Basic knowledge of financial tasks including bookkeeping, accounts payable, or payroll
• Comfort working with reporting and analytics tools such as Microsoft Excel or Power BI
• Bachelor’s Degree in any discipline
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• Why Work With Us
• Competitive compensation with performance-based incentives
• Career growth through diverse client placements
• Opportunities for long-term or permanent roles
• Supportive, inclusive, and professional work environment
• Exposure to multiple industries, systems, and technologies
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