[CSR] Customer Support Representative

A customer support representative helps customers by answering questions, resolving issues, and ensuring a positive experience across channels like phone, email, and chat.​

Core responsibilities

• Respond to customer inquiries about products, services, orders, and accounts via phone, email, chat, or social media.​

• Troubleshoot problems, resolve complaints, and escalate complex issues to senior teams when necessary, following defined procedures.​

• Process orders, returns, refunds, and account updates while recording all interactions accurately in the support or CRM system.​

Service quality and collaboration

• Maintain a positive, empathetic, and professional attitude while communicating clearly and managing difficult conversations.​

• Meet response time, quality, and productivity targets such as SLAs, CSAT scores, or ticket handling metrics.​

• Collaborate with product, operations, and billing teams by sharing customer feedback and helping improve processes and documentation.​