Customer Service Representative

About the role

We are seeking a Customer Service Representative to deliver effective technical support to clients via phone and email, ensuring issues are resolved promptly and service level agreements are met.

Key responsibilities

• Handle incoming help requests from clients courteously through telephone and email.
• Document client information, issue details, and resolution steps in the tracking system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, troubleshoot menu navigation, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback, and ensure compliance with contracts.

Required profile

• Strong communication skills and a courteous phone demeanor.
• Ability to follow documented procedures and meet quality standards.
• Attention to detail for accurate record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticketing or tracking software to log calls and emails.
• Ability to navigate and contribute to internal knowledge bases and FAQs.