About the job
The Remote Customer Service Associate is the frontline representative for customers, responsible for handling inquiries, resolving issues, and maintaining high satisfaction. This is a remote role, so you’ll need strong self‑management and communication skills, plus a reliable workspace and internet connection.
Key Responsibilities
- Respond to inbound customer inquiries via channels like phone, email, live chat, or messaging, in a timely and professional manner.
- Troubleshoot customer problems, provide solutions, or escalate when needed.
- Document interactions and maintain accurate records of customer account information.
- Follow up with customers to ensure issues are fully resolved.
- Meet or exceed service level agreements (SLAs) for response time, resolution time, and customer satisfaction.
- Collaborate with other teams (e.g. Technical Support, Product, Billing) to solve cross‑functional issues.
- Provide feedback from customers to help improve products, services, and customer processes.
- Stay up to date on product or service changes and policies.
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Qualifications
- High school diploma or equivalent; additional education is a plus.
- Prior customer service, support, or contact center experience. For some roles, domain‑specific experience (e.g. tech, insurance, healthcare) may be required.
- Strong written and verbal communication skills.
- Good computer skills: proficiency with email, chat tools, CRM systems, etc.
- Ability to work independently in a remote environment; self‑motivated, disciplined, good at time management.
- Strong problem solving and critical thinking.
- Empathy, patience, and ability to deal with difficult customer situations.
- Reliable internet connection and a quiet, distraction‑free workspace.
Preferred Skills (Optional)
- Experience using specific support tools / software (Zendesk, Salesforce, etc.).
- Bilingual or multilingual abilities.
- Experience in remote or hybrid work settings.
- Familiarity with metrics and KPIs such as customer satisfaction (CSAT), Net Promoter Score (NPS), First Response Time, etc.
Working Conditions & Expectations
- Fully remote work.
- Regular work hours; sometimes evenings, weekends, or shifts, depending on business needs.
- Must maintain reliable internet and suitable environment for customer calls/chat.
- May require onboarding/training period with set hours.
What We Offer
- Competitive salary / hourly compensation.
- Benefits (health, dental, vision, etc.), depending on employment status and location.
- Paid time off, holidays.
- Opportunities for growth and advancement.
- Training and resources to succeed in the role.
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