Customer Service Representative - EG002

1-2+ years of customer service experience Strong written and verbal English communication skills Experience handling inbound calls, emails, live chat, and SMS communications Proficiency in Customer Support Systems (Zendesk or similar) Proficiency in CRM tools (Salesforce, HubSpot, or equivalent) Highly organized with exceptional attention to detail and accuracy Ability to stay calm and professional under pressure Strong analytical skills with ability to troubleshoot and resolve issues independently Proven ability to manage multiple priorities in fast-paced environments Willingness to work shifting schedules including weekends and US holidays Dependable with high-speed internet connection Patient, empathetic demeanor with genuine passion for helping customers

Serve as first point of contact for customers via phone, email, live chat, and SMS Respond to customer inquiries promptly, professionally, and empathetically Build rapport and provide personalized recommendations Follow up with clients to ensure satisfaction and gather feedback Process phone and online orders with accuracy and efficiency Monitor and update customer accounts ensuring data accuracy Assist in onboarding new clients Coordinate with operations, design, and logistics teams Manage order changes, cancellations, special requests, and account updates Provide solutions to customer issues, troubleshooting common problems independently Resolve customer concerns with professionalism, urgency, and ownership Escalate complex concerns to appropriate teams Document all customer interactions, feedback, and case history in CRM systems Maintain accurate notes and ticket management Tag and escalate issues according to established protocols Identify upsell and cross-sell opportunities Promote seasonal offers, premium products, and value-added services Identify trends in client concerns and recommend process enhancements