Customer Service Representative

SoTalent is seeking enthusiastic Customer Support Representatives to join their team. In this role, you will serve as the primary point of contact, helping customers with inquiries, resolving concerns, and ensuring every interaction is handled with care and professionalism.

Responsibilities:

• Assist customers by addressing questions, concerns, and requests with accuracy and empathy
• Deliver outstanding service through active listening and clear communication
• Manage confidential information responsibly
• Resolve issues proactively, aiming for first‑contact resolution
• Handle challenging situations calmly and help de-escalate when needed
• Escalate cases to appropriate teams when required
• Maintain detailed records of all interactions for reporting and audit purposes
• Share insights and feedback to support continuous improvement
• Recommend relevant services or products when appropriate

Requirements:

• High School Diploma or equivalent
• At least 6 months of customer service experience
• Must be 18 years of age or older
• Ability to type a minimum of 25 WPM
• Comfortable using Windows-based computer systems
• Process Excellence: Consistent adherence to established procedures
• Team Collaboration: Works well with colleagues, supervisors, and support teams
• Communication: Strong verbal, listening, and analytical abilities
• Organization: Able to prioritize effectively and solve problems efficiently
• Emotional Intelligence: Stays composed and focused under pressure
• Adaptability: Open to feedback, policy updates, and varied shift schedules
• Critical Thinking: Quickly analyzes issues and makes informed decisions
• Solution-Oriented Mindset: Always aiming for a positive experience for customers
• Minimum internet speed of 15 Mbps download / 5 Mbps upload
• Stable connection with no packet loss and ping under 50ms
• No satellite, mobile data, hotspot, VPN-only, or P2P connections
• Proof of internet speed required
• Must maintain a quiet, distraction-free workspace
• Previous customer service or sales experience is a plus
• College education is preferred, but not mandatory