Customer Service Representative – Hybrid On-site Role

About the role

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

Key responsibilities

• Handle customer inquiries and issues across primary channels during day shifts, ensuring timely resolution and long‑term client retention.
• Manage end‑to‑end case workflows, provide clear status updates, and close tickets in line with service level expectations.
• Utilize MS Excel to log interactions, compile service metrics, and create basic reports for stakeholders.
• Analyze recurring issues with Excel data to identify root causes and support continuous improvement initiatives.
• Coordinate with internal teams such as operations, finance, and technical support to resolve requests accurately and on schedule.
• Document every interaction in designated tools with thorough notes and standardized categorization.
• Support multichannel communication (phone, chat, email) while maintaining a consistent brand tone.
• Escalate complex cases using defined protocols and monitor progress to ensure clear outcomes.

Required profile

• Minimum three years of practical experience in customer service handling direct client interactions and case resolution.
• Strong proficiency in MS Excel, including basic formulas, filtering, sorting, and data validation.
• Familiarity with multichannel support environments (phone, email, digital messaging).
• Experience working in hybrid office arrangements and using collaboration tools effectively.
• Clear written and verbal communication skills for accurate understanding of customer needs.
• Organized time‑management abilities to balance multiple cases and meet service level targets.

Required skills

• MS Excel