General Virtual Customer Service Representative
New
H
HelpSquadCustomer service
United States, U.S. business hours typicalContractJunior
Salary not disclosed
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Job Details
- Languages
- Excellent English communication skills — written and verbal
- Experience
- Minimum 1 year of experience in a customer service role
- Required Skills
- SalesforceShopifyCustomer serviceHubSpotZendeskCRMCustomer support
Requirements
- Have at least 1 year of experience in a customer service role.
- Communicate in English clearly and professionally, in writing and verbally.
- Be comfortable handling voice, email, and/or live chat according to account requirements.
- Have experience with at least one CRM or helpdesk platform, such as Zendesk, Freshdesk, Gorgias, Shopify, Salesforce, or HubSpot.
- Provide your own reliable computer and equipment.
- Have internet with a minimum of 50 Mbps upload and download; a wired connection is strongly preferred.
- Maintain a verified backup internet connection; mobile phone hotspots are not accepted as backup.
- Provide a backup power source, such as a UPS or generator.
- Maintain a quiet, professional workspace suitable for voice and/or digital work.
- Use a noise-canceling headset for voice-enabled accounts.
- Use Windows 11 or the most recent Apple OS/update.
Responsibilities
- Handle inbound customer inquiries by phone, email, live chat, or a combination of channels.
- Resolve order, return, exchange, account, billing, and general support concerns.
- Provide accurate product, service, and policy information to customers.
- Process orders, cancellations, refunds, and account updates in client systems.
- Escalate complex or unresolved issues to the appropriate team or supervisor.
- Make outbound follow-up calls or send follow-up emails when required by the account.
- Document customer interactions in the client's CRM or support platform.
- Meet account-specific response time, resolution rate, and customer satisfaction KPIs.
- Adapt to client workflows, policies, and tools, and collaborate with client and coordination teams as needed.
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