Customer Service Representative - Entry Level (Hybrid)

About the role

This hybrid customer service role delivers precise, timely support for enterprise clients, using MS Excel to manage customer data, track service metrics and prepare performance reports. It suits candidates with 0 to 1 year of experience who can collaborate with internal teams to improve customer satisfaction and service quality in a structured multinational setting.

Key responsibilities

• Handle customer inquiries and service requests through multiple channels, resolving issues accurately and on time with a professional tone.
• Maintain detailed customer service logs and activity records in Excel, tracking cases and response times.
• Prepare daily and weekly Excel reports on contacts, issue categories and resolution trends.
• Coordinate with operations and procurement teams to follow up on open requests within agreed timelines.
• Use Excel data to highlight service gaps and propose practical improvements to workflows.
• Respond to day-shift queries and complaints empathetically, with clear next steps.
• Apply basic knowledge of procure to pay processes to give context on order status, approvals or escalations.
• Monitor adherence to service level agreements and communicate risks or delays to supervisors.
• Follow documentation and escalation procedures to protect customer data.
• Contribute to knowledge base updates and take part in performance reviews using service metrics.

Required profile

• One to two years of experience in customer service or business operations, with consistent follow-up until closure.
• Familiarity with multi-channel communication (phone, email, chat).
• Basic understanding of procure to pay and procurement practices such as purchase requests and order tracking.
• Ability to work effectively in a hybrid environment and strong written and verbal communication skills.

Required skills

• Strong MS Excel: data entry, formulas, sorting, filtering and structured reporting.
• Analytical thinking to interpret service data and spot patterns in recurring issues.