Customer Service Representative

Serve as the first point of contact and provide clear, effective solutions to client issues
Diagnose problems, troubleshoot effectively, and route or escalate to the appropriate team when necessary
Guide clients through the problem-solving process with patience and clarity
Keep clients updated on incident progress, including any upcoming changes or scheduled outages
Build strong, trusting relationships through open and proactive communication
Deliver exceptional customer service and consistently exceed client expectations
Manage complaints by escalating when needed, following up promptly, and ensuring timely resolution with clear communication and alternatives
Accurately record, document, and close all cases in line with established procedures
Identify opportunities to improve processes and recommend enhancements
Requirements

1 years experience in customer service or help desk preferred
Excellent understanding of MS Office applications
Strong interpersonal and communication skills (both written and verbal), with a professional telephone manner
Excellent time management and the ability to handle multiple requests and tasks simultaneously
Ability to work under pressure, manage competing priorities, and maintain a high level of attention to detail
Genuine passion for working with people, combined with a keen eye for detail and a proactive, can-do attitude
Familiarity with queue-based ticket management systems (e.g. Zendesk) is preferred but not essential