Customer Service Representative (Remote) (Narela)

As a Customer Service Representative, you will be the first point of contact for customers, handling inbound queries across email, chat, and phone. Your primary responsibility will be to solve issues quickly, escalate thoughtfully, and turn support interactions into loyalty moments. **Key Responsibilities:** - Respond to inbound customer queries across email, chat, and phone within agreed SLAs - Diagnose issues, troubleshoot, and resolve problems on the first contact wherever possible - Escalate complex cases to specialist teams with clear context and customer history - Document every interaction in the CRM with accurate notes and resolution status - Identify recurring issues and surface them to product and operations teams - Maintain knowledge of products, policies, and processes through ongoing training **Required Skills and Qualifications:** - 1+ years of experience in a customer-facing service role - Excellent written and verbal English communication - Familiarity with CRM tools such as Zendesk, Salesforce, or Freshdesk - Strong active listening and problem-solving skills - Comfort working in a structured, metrics-driven environment - Ability to stay calm and professional under pressure In addition, you should bring patience, empathy, and a genuine interest in helping people solve problems. Your clear written communication and calm tone under pressure, along with strong attention to detail and follow-through on every interaction, will be essential for success. You should also be comfortable working asynchronously across different time zones. This role offers a fully remote work setup with flexible hours, a performance-based bonus structure, an annual learning & development stipend, health and wellness benefits (varies by location), and the opportunity to work on high-scale, real-world impact projects. Please note that this is an equal prospect role, and applications are encouraged from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability. As a Customer Service Representative, you will be the first point of contact for customers, handling inbound queries across email, chat, and phone. Your primary responsibility will be to solve issues quickly, escalate thoughtfully, and turn support interactions into loyalty moments. **Key Responsibilities:** - Respond to inbound customer queries across email, chat, and phone within agreed SLAs - Diagnose issues, troubleshoot, and resolve problems on the first contact wherever possible - Escalate complex cases to specialist teams with clear context and customer history - Document every interaction in the CRM with accurate notes and resolution status - Identify recurring issues and surface them to product and operations teams - Maintain knowledge of products, policies, and processes through ongoing training **Required Skills and Qualifications:** - 1+ years of experience in a customer-facing service role - Excellent written and verbal English communication - Familiarity with CRM tools such as Zendesk, Salesforce, or Freshdesk - Strong active listening and problem-solving skills - Comfort working in a structured, metrics-driven environment - Ability to stay calm and professional under pressure In addition, you should bring patience, empathy, and a genuine interest in helping people solve problems. Your clear written communication and calm tone under pressure, along with strong attention to detail and follow-through on every interaction, will be essential for success. You should also be comfortable working asynchronously across different time zones. This role offers a fully remote work setup with flexible hours, a performance-based bonus structure, an annual learning & development stipend, health and wellness benefits (varies by location), and the opportunity to work on high-scale, real-world impact projects. Please note that this is an equal prospect role, and applications are encouraged from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.