Job Description
Join our award-winning support team as a Night Shift Customer Service Representative! We're seeking empathetic professionals to deliver exceptional service during evening hours while our global clients sleep. Enjoy competitive pay, comprehensive benefits, and a supportive remote-friendly environment. If you thrive in fast-paced settings and want to make a tangible difference, this role is your perfect match.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, chat, and email
- Resolve complex billing, technical, and account issues with empathy and efficiency
- Document interactions accurately in CRM systems while maintaining 98% data integrity
- Collaborate with cross-functional teams to escalate unresolved issues
- Meet/exceed KPIs including CSAT scores, resolution time, and first-contact resolution
- Participate in quarterly training to master product updates and service protocols
- Contribute to process improvement initiatives through regular feedback
Qualifications
- Minimum 2 years customer service experience in high-volume environments
- Proven track record of maintaining CSAT scores above 90%
- Proficiency with CRM platforms (Salesforce/Zendesk) and MS Office Suite
- Exceptional active listening and de-escalation skills
- Ability to multitask across 3+ communication channels simultaneously
- Flexible schedule availability including weekends and holidays
- High school diploma or equivalent; college degree preferred
- Typing speed of 50+ WPM with 98% accuracy