Customer Service Representative (Remote)

Job Title: Customer Service Representative 

Job Overview:

We are looking for a customer-focused and dependable Customer Service Representative to provide high-quality support and ensure a positive customer experience.

The ideal candidate is an effective communicator, organized, solutions-oriented, and comfortable working in a fast-paced environment while managing multiple customer interactions.

Job Responsibilities:

• Respond to customer inquiries through phone, email, chat, and other communication channels in a timely and professional manner.
• Assist customers with questions regarding products, services, accounts, orders, billing, or other general concerns.
• Investigate customer issues and provide appropriate solutions based on established policies and procedures.
• Escalate complex or unresolved concerns to the appropriate team or supervisor when necessary.
• Accurately document customer interactions, concerns, resolutions, and follow-up actions in the CRM or ticketing system.
• Follow established scripts, workflows, standard operating procedures (SOPs), and service guidelines.
• Coordinate with internal teams to resolve customer concerns and ensure proper follow-through.
• Handle difficult or dissatisfied customers professionally while maintaining a calm and solutions-focused approach.
• Meet established performance standards, including response time, resolution time, quality, productivity, and customer satisfaction targets.
• Maintain accurate and up-to-date customer records while ensuring confidentiality of customer information.
• Identify recurring customer concerns and communicate trends or opportunities for process improvement to the appropriate team.
• Perform other customer service and administrative duties as assigned.

Job Qualifications:

• At least 3 years of customer service experience, preferably in a BPO, contact center, or similar customer-facing environment.
• Experience providing support through phone, email, and/or chat.
• Strong written and verbal English communication skills.
• Excellent customer service, active listening, and problem-solving skills.
• Ability to handle customer concerns and objections professionally.
• Strong attention to detail and organizational skills.
• Ability to follow established processes, scripts, and SOPs.
• Comfortable working with multiple systems and handling several tasks simultaneously.
• Basic to intermediate proficiency in Microsoft Office, Google Workspace, or similar productivity tools.
• Experience using CRM, helpdesk, or ticketing platforms is preferred.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred:

• Previous experience supporting US-based or international customers.
• Experience working with CRM or customer support platforms such as Salesforce, Zendesk, HubSpot, Freshdesk, or similar systems.
• Experience handling high-volume customer inquiries.
• Familiarity with customer service KPIs such as CSAT, QA scores, response time, resolution time, and adherence.
• Previous experience working in a remote or virtual environment is an advantage.

Competencies:

• Customer Focus
• Communication Skills
• Problem Solving
• Active Listening
• Attention to Detail
• Organization and Time Management
• Adaptability
• Conflict Resolution
• Professionalism
• Teamwork

Schedule: Night Shift

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • Allowances
  • Attendance bonus
  • Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!