Customer Service Representative
Remote · Peru
Job Summary
Customer Service Representative (CSR) for a fully remote role supporting US-based customers during US business hours. The role involves handling high-volume inquiries across phone, email, live chat, and ticketing platforms, resolving issues quickly and professionally, de-escalating when needed, and maintaining accurate ticket documentation. You’ll use Zendesk, Freshdesk, Salesforce Service Cloud, Help Scout, and CRM tools, collaborate with operations, billing, product, and technical support teams, and focus on delivering empathetic, solutions-focused customer experiences while meeting SLA targets. Strong communication, organizational skills, ownership mindset, and the ability to work independently in a remote environment are essential. The job emphasizes documentation accuracy, process improvement, and customer satisfaction metrics (CSAT/NPS) within a remote, US-hour support context.
Required Qualifications
- 1–2 years of experience in customer service or client-facing roles
- Experience using support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Help Scout
- Proficiency with Google Workspace and Microsoft Office
- Comfortable managing high-volume ticket environments
- Strong written and verbal English communication skills
- Excellent multitasking and organizational abilities
- Ability to work independently in remote environments
- Must be able to work remotely in U.S. business hours
- Demonstrates empathy, clear communication, and ownership of issues until resolution
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