Hybrid Customer Service Representative

About the role

This hybrid position focuses on delivering multichannel customer support while using MS Excel to track performance, analyze service data, and improve outcomes for a global enterprise.

Key responsibilities

• Handle customer inquiries across phone, email, and chat during day shifts, ensuring timely resolution and high satisfaction.
• Manage end‑to‑end case workflows, update tickets, and provide clear status updates in line with service level expectations.
• Maintain structured logs and compile service metrics in MS Excel, creating basic reports for stakeholders.
• Analyze recurring issues using Excel data, identify root causes, and propose process improvements.
• Coordinate with internal teams such as operations, finance, and technical support to resolve requests accurately.

Required profile

• At least three years of hands‑on experience in customer service or case‑resolution environments.
• Proficiency with MS Excel, including formulas, filtering, sorting, and data validation.
• Experience working in a hybrid office setting and using collaboration tools effectively.
• Strong written and verbal communication skills for clear customer interaction.

Required skills

• MS Excel