Customer Service Representative
Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)
About the Role
We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat .
You’ll be the frontline voice of the company , responsible for:
- Resolving customer issues quickly
- Delivering a positive support experience
- Maintaining strong communication under pressure
If you’re someone who is empathetic, organized, and thrives in fast-paced environments , this role is for you.
What You’ll Own
Customer Interaction & Issue Resolution
- Handle 50–100 daily support tickets using platforms like:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Respond via:
- Phone
- Live chat
- Social channels
- Aim for first-contact resolution (FCR)
- Escalate complex issues to Tier 2 or technical teams
Ticket & SLA Management
- Prioritize tickets based on urgency and SLA requirements
- Track and manage open cases to ensure timely resolution
- Document all interactions clearly in the system
- Maintain organized and complete ticket records
Knowledge Base & Efficiency
- Update internal knowledge bases and FAQs
- Create and improve:
- Response templates
- Macros
- Help reduce repetitive tickets through better documentation
Customer Experience & Feedback
- Communicate with empathy and professionalism
- Capture customer feedback (CSAT, NPS)
- Identify recurring issues and flag trends
- Escalate negative experiences for quick resolution
Collaboration
- Work closely with:
- Product
- Engineering
- Operations teams
- Provide insights to improve customer experience and product quality
Compliance & Quality
- Ensure compliance with:
- GDPR
- HIPAA (if applicable)
- Maintain confidentiality when handling customer data
- Follow quality standards for all interactions
What Success Looks Like
- High first-contact resolution rates
- Fast response and resolution within SLA
- Strong customer satisfaction (CSAT ≥ 90%)
- Clean, organized ticket management
- Positive feedback from customers and leadership
What Makes You a Strong Fit
- Patient, empathetic, and customer-focused
- Strong communicator (written and verbal)
- Comfortable handling high ticket volumes
- Organized and detail-oriented
- Resilient under pressure
- Adaptable across different industries and customer types
Requirements (Must-Have)
Experience
- 1–2+ years in:
- Customer service
- Call center
- Support roles
- Experience using at least one platform:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
Skills
- Strong typing and multitasking ability
- Excellent written and verbal English
- Proficiency with:
- Microsoft Office
- Google Workspace
- Ability to manage multiple tickets and priorities simultaneously
Nice to Have
- Multilingual support experience
- Industry exposure:
- SaaS
- E-commerce
- Healthcare
- Finance
- Experience in KPI-driven environments
- Familiarity with:
- Chatbots
- AI-powered support tools
Tools You’ll Use
- Zendesk / Freshdesk / Salesforce Service Cloud
- Email & chat systems
- Knowledge base tools
- Internal collaboration platforms
What a Typical Day Looks Like
- Review and prioritize incoming tickets
- Respond to customer inquiries across channels
- Resolve issues or escalate when needed
- Update knowledge base with new solutions
- Collaborate with internal teams on complex cases
- Track feedback and improve support quality
- Clear or update ticket queue before end of day
In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.
Key Metrics (KPIs)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- CSAT / NPS scores (target ≥ 90%)
- SLA adherence
- Ticket backlog management
Interview