Customer Service Representative

📋 Description

• Respond swiftly to customer inquiries through Freshdesk (email and chat).

• Make outbound calls to follow up on inquiries, offer solutions, and address concerns with professionalism and empathy.

• Manage order updates, returns, exchanges, refunds, and inquiries about products.

• Collaborate with internal teams and 3PL partners to resolve any shipping or fulfillment challenges.

• Keep accurate and comprehensive records of customer interactions.

• Recognize recurring issues and propose enhancements to processes or templates.

• Achieve or surpass performance targets related to response time, resolution rates, and customer satisfaction.

• Undertake additional customer experience-related tasks as assigned.

⛳️ Requirements

• At least 2 years of customer service experience, with a minimum of 1 year in non-voice support (email or chat).

• Knowledge of Freshdesk, Zendesk, or other similar helpdesk platforms.

• Exceptional written English skills—clear, empathetic, and professional tone.

• A typing speed of at least 40 words per minute with high accuracy.

• Ability to handle multiple tickets while maintaining quality under pressure.

• Dependable, proactive, and capable of working independently in a remote setting.

• Availability to work from Tuesday to Saturday, 4 AM to 12 NN PHT, including occasional weekends or holidays.

🏝️ Benefits

• Incentives based on performance.

• Fully remote position.

• Hands-on experience with Freshdesk.

• Potential for promotion or full-time employment contingent on performance.