CSR (Operations)

The Customer Service Representative (CSR) role is a dynamic position that blends customer support with operational responsibilities. Beyond handling inquiries via phone, email, and chat, the role involves managing back-office functions such as order processing, account maintenance, data management, and reporting. Strong spoken and written English skills are essential, as the position requires interaction with international clients and coordination with internal teams.

Key Responsibilities

Operations:
- Accurately process orders, account changes, renewals, and service requests within designated timelines.
- Maintain and verify customer records, databases, and related documentation to ensure data integrity.
- Monitor ticket queues, workflows, and backlogs to guarantee timely completion of tasks.
- Prepare daily and weekly reports detailing ticket volumes, turnaround times, and outstanding issues.
- Collaborate with technical support, billing, sales, and other departments to ensure seamless operations.
- Identify process inefficiencies or recurring problems and propose workflow improvements.
- Adhere strictly to standard operating procedures (SOPs), compliance guidelines, and data privacy standards.

Customer Support:
- Respond promptly and professionally to customer calls, emails, and live chats.
- Comprehend customer concerns, provide accurate information, and aim to resolve queries on first contact whenever possible.
- Log all interactions and follow-ups in the CRM or ticketing system for transparency and tracking.
- Escalate complex issues to appropriate teams and monitor progress until resolution.
- Consistently meet targets related to response time, resolution time, quality scores, and customer satisfaction (CSAT).

Required Qualifications
- 1 to 2 years of practical experience in operations such as order processing, data management, or back-office support combined with direct customer interaction.
- Bachelor’s degree or equivalent qualification in any discipline.
- Excellent listening skills with the ability to explain information clearly and patiently.
- Proficiency in MS Office or Google Workspace and familiarity with CRM or ticketing tools.
- Strong multitasking abilities, calmness under pressure, and effective time management skills.

Preferred Qualifications and Benefits

Preferred Skills:
- Experience supporting software, SaaS, or technology customers.
- Exposure to working with international clients, particularly from the US, UK, or Australia.
- Basic troubleshooting skills related to software or account issues.
- A positive, customer-first mindset and eagerness to learn quickly.

What We Offer:
- Competitive salary package.
- Comprehensive training and onboarding on company products and tools.
- Clear career progression opportunities, including advancement to Senior CSR and Team Lead roles.
- A supportive and collaborative team environment.

This position requires strong English communication skills; candidates without this proficiency are advised not to apply. The role is based in-person, providing an opportunity to work closely with a diverse team and international clientele.