Customer Service Representative – Hybrid 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 across phone, chat, and email during day shifts, ensuring timely resolution and high satisfaction.
• Manage end‑to‑end case workflows, maintain structured logs in Excel, and prepare basic performance reports.
• Analyze recurring issues using Excel data to identify root causes and propose process improvements.
• Coordinate with internal teams such as operations, finance, and technical support to resolve requests within agreed timelines.
• Document every interaction with thorough notes and standardized categorization in designated tools.

Required profile

• Minimum three years of practical experience in customer service handling direct client interactions and case resolution.
• Strong proficiency in MS Excel, including 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.

Required skills

• MS Excel