Customer Service Technician - Email and Chat

Randstad Digital Americas is seeking a highly organized and adaptable Remote Customer Service Technician to support their innovative drone delivery operations. In this role, you will provide timely and professional customer support across multiple channels while managing competing priorities and ensuring a high level of service quality.

Responsibilities:

• Provide real-time customer support via chat, ensuring prompt, accurate, and professional responses
• Monitor and manage multiple customer conversations simultaneously while maintaining high service quality
• Coordinate closely with ground support teams through internal chat to track drone deliveries and resolve issues
• Use Salesforce to document customer interactions, update case statuses, and maintain accurate records
• Troubleshoot delivery issues, delays, and order discrepancies with a solution-oriented approach
• Proactively communicate updates to customers regarding delivery status, changes, or resolutions
• Escalate complex or time-sensitive issues to the appropriate teams while maintaining ownership of the customer experience

Requirements:

• Minimum of 1-2 years of customer service experience, preferably in a remote or chat-based support role
• Proven ability to multitask effectively in a fast-paced, high-volume environment
• Experience using CRM systems (Salesforce strongly preferred)
• Excellent written communication skills with strong attention to tone, grammar, and clarity
• Ability to manage multiple chat conversations simultaneously while maintaining accuracy and professionalism
• Strong problem-solving skills and the ability to think quickly under pressure
• Comfortable working with multiple systems, screens, and communication tools at once
• Reliable high-speed internet connection and a distraction-free remote work environment
• Flexibility to work varying shifts, including evenings, weekends, and holidays as needed
• High level of attention to detail and organizational skills