Postúlate en Kit Empleo: kitempleo.com.co/empleo/1arbx3

Description
Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)

About the Role
We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.
You’ll be the frontline voice of the company, responsible for:
- Resolving customer issues quickly
- Delivering a positive support experience
- Maintaining strong communication under pressure

If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.

What You’ll Own
Customer Interaction & Issue Resolution
- Handle 50–100 daily support tickets using platforms like:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Respond via:
- Phone
- Email
- Live chat
- Social channels
- Aim for first-contact resolution (FCR)
- Escalate complex issues to Tier 2 or technical teams

Ticket & SLA Management
- Prioritize tickets based on urgency and SLA requirements




- Track and manage open cases to ensure timely resolution
- Document all interactions clearly in the system
- Maintain organized and complete ticket records

Knowledge Base & Efficiency
- Update internal knowledge bases and FAQs
- Create and improve:
- Response templates
- Macros
- Help reduce repetitive tickets through better documentation

Customer Experience & Feedback
- Communicate with empathy and professionalism
- Capture customer feedback (CSAT, NPS)
- Identify recurring issues and flag trends
- Escalate negative experiences for quick resolution

Collaboration
- Work closely with:
- Product
- Engineering
- Operations teams
- Provide insights to improve customer experience and product quality

Compliance & Quality
- Ensure compliance with:
- GDPR
- HIPAA (if applicable)
- Maintain confidentiality when handling customer data
- Follow quality standards for all interactions

What Success Looks Li

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1arbx3

📌 Customer Service Representative (Colombia)
🏢 Empresa reconocida
📍 Colombia