Customer Service Support Representative Omni

This role requires strong communication skills, technical troubleshooting abilities, and the capability to work efficiently in a fast-paced remote environment.

• Respond to customer inquiries via phone calls, live chat, and email in a professional, friendly, and timely manner.
• Resolve customer concerns efficiently, with a focus on first-contact resolution.
• Provide technical support and troubleshoot customer issues as needed.
• Accurately document customer interactions and maintain updated records in CRM and support systems.
• Escalate complex concerns to the appropriate department or team when necessary.
• Meet and maintain service level targets for response times, resolution rates, and customer satisfaction.
• Contribute to process improvements by providing feedback and recommending enhancements.
• Adhere to company policies, procedures, and quality standards.

Qualifications

• Senior High School graduate or higher.

• Minimum of 2 years of experience in a BPO or customer service environment.
• Experience working in onsite, hybrid, and remote setups is preferred.
• Proven experience handling customer interactions through phone, chat, and email support channels.

• Strong background in technical support and troubleshooting.
• Ability to navigate web-based tools, CRM platforms, and support systems.
• Familiarity with phone dialer systems such as Aircall and chat/email support platforms.
• Willingness to learn and adapt to new tools and technologies.

• Excellent written and verbal English communication skills.
• Strong interpersonal and customer service skills.
• Ability to remain professional and empathetic when handling challenging situations.
• Strong problem-solving and critical-thinking abilities.
• Detail-oriented with excellent organizational and multitasking skills.
• Adaptable and capable of thriving in a fast-paced environment.

• Must own a personal computer with at least an Intel Core i5 processor (or equivalent) or higher.
• Reliable high-speed internet connection suitable for remote work.
• Noise-cancelling headset/headphones for clear communication during calls.