Customer Service Representative

Role Overview

• Handle inbound and outbound customer communication via phone, email, SMS, or chat
• Provide professional and timely customer support while maintaining a positive client experience
• Update and manage customer information accurately in JobNimbus CRM
• Follow company SOPs, scripts, and workflows consistently
• Schedule appointments and coordinate follow-ups with clients and internal teams
• Monitor customer inquiries and ensure all tickets or requests are resolved promptly
• Document customer interactions, notes, and updates inside the CRM
• Assist with lead management, status updates, and pipeline tracking
• Perform data entry and maintain organized digital records
• Escalate customer concerns or urgent issues to the appropriate department
• Coordinate with sales and operations teams to ensure smooth customer onboarding and service delivery
• Track task completion and maintain daily productivity targets
• Assist with quality assurance by ensuring all processes are completed accurately
• Maintain confidentiality of customer and company information
• Provide general administrative support and assist with special projects as needed

Requirements

• At least 2 years of experience in Customer Service, Virtual Assistance, or Administrative Support
• Excellent verbal and written English communication skills
• Neutral or minimal accent is required
• Experience using CRM platforms, preferably JobNimbus
• Ability to follow SOPs and structured workflows with high accuracy
• Strong organizational and multitasking skills
• Comfortable handling customer concerns professionally
• Proficient in Google Workspace or Microsoft Office Suite
• Ability to work independently with minimal supervision
• Strong attention to detail and problem-solving skills
• Stable internet connection and quiet work environment required
• Must have access to a static IP address through a reliable VPN provider such as NordVPN or Surfshark

Benefits

• Work-from-home opportunity.
• Opportunity to contribute to a growing business by enhancing efficiency and client experience.
• Supportive and collaborative work environment.