Customer Service Representative

About the role

This hybrid customer service specialist role provides multichannel support for a global enterprise, using MS Excel to track performance, analyze service data, and improve customer outcomes. The position works day shifts and focuses on resolving complex issues while collaborating with internal teams.

Key responsibilities

• Handle customer inquiries via phone, email, and chat, ensuring timely resolution and long‑term retention.
• Manage end‑to‑end case workflows, update tickets, and provide clear status updates.
• Use MS Excel to log interactions, compile metrics, and create basic performance reports.
• Analyze recurring issues with Excel data to identify root causes and suggest process improvements.
• Coordinate with operations, finance, and technical support to meet agreed timelines.
• Document every interaction with thorough notes and standardized categorization.
• Escalate complex cases following defined protocols and monitor progress.
• Contribute to knowledge‑base content by drafting templates and updating informational materials.

Required profile

• Minimum three years of hands‑on customer service experience in a structured support environment.
• Strong written and verbal communication skills for clear articulation of solutions.
• Proven ability to manage multiple cases, prioritize requests, and meet service‑level targets.

Required skills

• MS Excel – basic formulas, filtering, sorting, and data validation.