Job Description
Join our award-winning customer support team as a Night Shift Customer Service Representative at Pacific Connect Solutions. We're seeking dedicated professionals to deliver exceptional service while our global clients rest. Enjoy competitive pay, comprehensive benefits, and a supportive remote-friendly environment. This role offers career advancement opportunities in our growing San Diego headquarters.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95% satisfaction rate
- Resolve complex billing, technical, and account issues using CRM systems
- Document interactions accurately in Salesforce with minimum 98% data accuracy
- Collaborate with global teams during handover periods for seamless service continuity
- Meet/exceed KPIs including average handle time (AHT) and first contact resolution (FCR)
- Participate in weekly training sessions to enhance product knowledge
- Identify process improvement opportunities through customer feedback analysis
Qualifications
- Minimum 2 years customer service experience in high-volume environment
- Proficient with CRM platforms (Salesforce/Zendesk) and MS Office Suite
- Exceptional problem-solving skills with ability to de-escalate tense situations
- Available to work 11 PM - 7 AM PST schedule including weekends
- Strong written/verbal communication with clear articulation
- Experience in SaaS or telecommunications industry preferred
- Spanish bilingual certification (DELE/SELE) a significant advantage
- Ability to work independently with minimal supervision