Customer Service Representative - Chat & Email

Job Summary:
The Customer Service Representative (CSR) is responsible for providing exceptional customer service and support to clients, addressing their inquiries, concerns, and resolving their issues in a timely and efficient manner. The CSR acts as the primary point of contact for customers, ensuring a positive and memorable experience with the organization.
Key Responsibilities:
- Respond to inbound customer contacts via email, chat, or other communication channels in a courteous and professional manner
- Actively listen to customers, understand their needs, and provide accurate, relevant, and personalized solutions
- Escalate complex or sensitive customer issues to the appropriate team or supervisor for further investigation and resolution
- Document all customer interactions and maintain accurate records of the actions taken and the outcomes achieved
- Maintain a positive, professional, and courteous attitude, even in challenging customer interactions
- Adhere to all company policies, procedures, and service-level agreements (SLAs) to ensure consistent and efficient service delivery

Required Skills and Qualifications:
- Bachelor's degree
- 0-2 years of experience in a customer service or call center environment
- B1 English level is a must
- Strong communication and interpersonal skills, with the ability to listen actively and respond empathetically
- Excellent problem-solving and critical thinking skills to analyze customer issues and provide effective solutions
- Proficient in using computer systems, customer relationship management (CRM) software, and other contact center tools