Customer Service Representative

The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand promise by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

Responsibilities:

• Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
• Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
• Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
• Preparing the needed documentation.
• Collaborating with internal and external stakeholders and organizations.
• Delivering any other tasks assigned by the direct TTL or manager.