Customer Service Representative

• Manage 50–100+ daily customer support tickets across platforms like Zendesk, Freshdesk, Salesforce Service Cloud, and Help Scout.
• Support customers via phone, email, live chat, and social media channels.
• Resolve customer issues on first contact when possible and escalate complex cases to higher tiers.
• Prioritise tickets based on urgency and service level agreements (SLA).
• Maintain accurate documentation for each customer interaction and track open tickets to ensure timely resolution.
• Update FAQs and internal knowledge bases, and create or refine response templates to improve efficiency.
• Collaborate with product, operations, and engineering teams to resolve complex issues and share customer feedback.
• Follow privacy and compliance standards such as GDPR and HIPAA, maintaining confidentiality of customer data.

• Have 1–2 years of experience in customer service, call centre, or support roles.
• Be experienced with at least one support platform such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Possess strong typing and multitasking skills.
• Be proficient in Microsoft Office and Google Workspace.
• Be patient, empathetic, solution-focused, and able to communicate clearly and professionally.
• Be able to work under pressure and adapt quickly to new situations.

Apply through the employer's official contact by submitting your application before the closing date, which the employer has not published.