Hybrid Customer Service Representative

Job Overview

As a Hybrid Customer Service Representative, you’ll handle customer inquiries across chat and email channels. You will support users with issues related to products, accounts, orders, and general assistance. This role requires strong written communication, attention to detail, and a problem-solving mindset. The ideal candidate thrives in a fast-paced environment and is comfortable working independently as well as collaborating with a team.

Responsibilities

• Respond promptly and professionally to customer inquiries via live chat and email.
• Troubleshoot and resolve common customer issues, such as order questions, returns, and account problems.
• Escalate complex issues to the appropriate teams while maintaining customer satisfaction.
• Maintain accurate records of all interactions in the CRM system.
• Follow internal processes and policies for service quality and escalation handling.
• Continuously improve knowledge of products, services, and procedures.
• Meet or exceed response time, resolution rate, and customer satisfaction targets.

Job Qualifications and Skills Set

• 1–2 years of customer service experience, preferably in chat, email, or helpdesk support.
• Experience using CRM tools or support platforms like Zendesk, Freshdesk, or Intercom is a plus.
• Excellent written communication in English (grammar, clarity, tone).
• Fast typing and strong attention to detail.
• Empathy, patience, and a customer-first mindset.
• Ability to multitask, prioritize, and manage time effectively.
• Tech-savvy and quick to learn new systems or platforms.
• Comfortable working in a hybrid setup (partially remote, partially on-site).
• Reliable internet connection and professional home workspace, if remote.