Typical hourly range for this type of role — the exact rate is confirmed by the hiring company.
Job Description
Customer Service Representative
Contract
Remote
Job Summary
We are seeking an experienced Customer Service Representative to join our customer's team. As a subject matter expert, you will manage customer interactions across multiple channels, ensuring each touchpoint reflects service excellence and empathy. You will help train AI in understanding customer intent, foster customer satisfaction, and uphold the highest standards of communication.
Key Responsibilities
Handle, resolve, and follow up on customer inquiries, complaints, and feedback through various channels with professionalism and care.
Utilize CRM tools to record, track, and update customer interactions, ensuring data accuracy and timely responses.
De-escalate conflicts, apply expert problem-solving strategies, and deliver empathetic solutions for optimal customer satisfaction.
Collaborate with the customer's team to continuously enhance service processes and share insights that drive improvements.
Act as a subject matter expert by assisting in training AI models to understand and anticipate customer needs and intents.
Maintain up-to-date product knowledge to deliver accurate information and recommendations to customers.
Adhere strictly to process standards and service protocols for consistent, high-quality outcomes.
Required Skills and Qualifications
Customer service experience with proven expertise in complex issue resolution.
Exceptional written and verbal communication skills, with an emphasis on clarity, empathy, and responsiveness.
Demonstrated ability to multitask, manage time efficiently, and stay organized in a fast-paced remote environment.
Advanced critical thinking, conflict resolution, and de-escalation techniques.
Proficiency with CRM systems and general tech savviness.
Strong attention to detail and dedication to process adherence and service excellence.
Experience handling complaints, feedback, and providing thorough follow-up to ensure customer satisfaction.