Job Description
Join our award-winning team as a Night Shift Customer Service Representative and become the voice of excellence for our global clientele. We're seeking passionate individuals ready to deliver exceptional support during critical overnight hours. This role offers immediate start and includes comprehensive training, competitive benefits, and a collaborative remote-first culture. If you thrive in dynamic environments and prioritize customer satisfaction, this is your opportunity to accelerate your career.
What We Offer:
- Industry-leading compensation with night shift differential
- Comprehensive health, dental, and vision benefits
- Professional development stipend
- Flexible scheduling options
- Recognition programs for top performers
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 99% accuracy
- Resolve complex billing, technical, and account issues using CRM systems
- Document interactions and maintain detailed case histories in Salesforce
- Collaborate with Tier-2 support teams for escalated technical resolutions
- Proactively upsell products/services during customer interactions
- Meet/exceed KPIs for CSAT (95%+), FCR (90%+), and AHT targets
- Participate in weekly quality assurance reviews and training sessions
Qualifications
- 2+ years customer service experience in high-volume environments
- Proficiency with Zendesk/Salesforce and Microsoft Office Suite
- Exceptional written/verbal communication skills
- Ability to multitask across digital channels while maintaining composure
- Flexibility to work 12-hour night shifts (7PM-7AM) with rotating weekends
- Associate degree or equivalent technical certification preferred
- Experience in SaaS or telecommunications industries a plus
- Fluent in English with multilingual capabilities advantageous