Customer Service Representative

We are looking for a reliable and high-energy CustomerService Representative to join our Support Operations team.In this role, you will be the front line for our users, resolving issues acrossmultiple channels (chat, email, and phone) while providing feedback to helpimprove our internal processes for our Grovernment client in Transportation services. Key Responsibilities • Multi-Channel Support: Handle a high volume of customer inquiries via ticketing systems (Zendesk, Salesforce, or Freshdesk), live chat, and phone with speed and accuracy. • Technical Troubleshooting: Guide users through basic technical issues, account setups, and feature navigation by following established SOPs. • Operational Feedback: Identify recurring customer "pain points" and report them to the Operations Manager to help refine support workflows and product features. • Escalation Management: Recognize complex issues that require specialized help and route them to the appropriate technical or billing departments seamlessly. • KPI Achievement: Meet or exceed individual performance metrics, including CSAT (Customer Satisfaction), FRT (First Response Time), and Resolution Rate. • Data Integrity: Accurately document all customer interactions and updates within the CRM to ensure a "single source of truth" for the team.  Required Skills & Experience • Experience: 1–2 years in a customer-facing role (retail, hospitality, or call center experience is highly valued). • Education: High School Diploma or equivalent; a university degree is not required. • Tech Savviness: Comfortable using modern office tools (Google Workspace/MS Office) and quick to learn new software platforms. • Communication: Exceptional written and verbal communication skills with a focus on empathy and clarity. • Typing Speed: Ability to type at least 45–50 WPM to handle concurrent chat sessions effectively.  Soft Skills • Empathy: The ability to remain calm and professional when dealing with frustrated customers. • Adaptability: Comfortable with shifting priorities or updated procedures in a growing operations environment. • Time Management: Skilled at balancing active customer conversations with administrative logging and follow-ups. • Reliability: Strong work ethic with a commitment to maintaining consistent shift attendance.