Customer Service Agent

About the role

We're looking for a Customer Service Agent to give our customers an exceptional, efficient experience. You'll handle inquiries, requests and complaints across phone, email and live chat, always with a professional, empathetic and solution-focused approach. Your work will directly drive customer satisfaction and loyalty, and help the team meet its performance goals (KPIs).

What you'll do

Customer service

• Provide exceptional customer service across phone, email and live chat.
• Answer customer inquiries in a timely way and resolve them efficiently, following company protocols.
• Manage customer requests and complaints, and follow up on pending cases.
• Support orders, returns and exchanges quickly and accurately.
• Guide customers in using products and services, offering basic technical solutions when needed.
• Escalate complex cases to the right support level following defined processes.
• Treat customers and colleagues professionally and empathetically.

Information management

• Stay up to date on company changes, announcements and updates.
• Keep detailed records of customer interactions in the CRM.
• Update company databases with relevant customer and inquiry information.

Continuous improvement

• Take part in ongoing training and development sessions.
• Follow company policies, manuals, guidelines and procedures.
• Spot and share opportunities to improve customer service processes.
• Work with other departments to solve complex problems.
• Pass customer feedback and suggestions to management.
• Maintain the confidentiality and security of company information.

What we're looking for

Education

• High school diploma (required)
• Technical, technologist or bachelor's degree (desirable), ideally in customer service or similar fields

Experience

• 6+ months in customer service or similar roles
• Experience in BPO / contact center processes

Tools and knowledge

• CRM tools, Salesforce, Playvox, Hurrier, and chat and ticketing systems (intermediate)
• Microsoft Office: PowerPoint, Word, Excel (basic to intermediate)
• Google tools: Drive, Slides, Forms, Docs, Sheets, Calendar (basic)

Skills and competencies

• Excellent oral and written communication (typing speed, diction, grammar, fluency, accuracy)
• Ability to multitask in a dynamic environment
• Positive, empathetic, customer-oriented attitude
• Strong work ethic and frustration tolerance
• Emotional intelligence, plus conflict resolution and handling difficult customers professionally
• Time management and prioritization, and comfort with variable workloads
• Adaptability to the work environment and customer needs
• Availability to work rotating shifts

Job Type: Full-time

Pay: 1,400.00€ - 1,500.00€ per month

Work Location: Remote