Job Description
Are you a problem-solver with a passion for people?
TechNova Solutions is seeking a dedicated and empathetic Customer Service Representative to join our thriving team in the historic and vibrant city of Boston, Massachusetts. As a leader in our industry, we pride ourselves on delivering exceptional support that drives customer loyalty and business growth.
In this role, you will be the face of our brand, serving as the primary point of contact for our valued clients. If you thrive in a fast-paced environment and possess the skills to turn challenges into opportunities, we want to meet you.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Professional development and growth opportunities within the company.
- Collaborative and inclusive company culture.
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Build and maintain strong relationships with customers by understanding their needs and providing tailored solutions.
- Log and document all customer interactions, issues, and resolutions accurately in our CRM database.
- Identify opportunities for upselling and cross-selling products and services that align with customer needs.
- Collaborate with the product and technical teams to escalate complex issues and provide feedback on common customer pain points.
- Adhere to all company policies, procedures, and service level agreements (SLAs).
Qualifications
- Previous experience in customer service, support, or call center environments (1-3 years preferred).
- Excellent verbal and written communication skills with a professional and friendly tone.
- Strong problem-solving abilities and the ability to remain calm under pressure.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software (e.g., Salesforce, Zendesk).
- High school diploma or equivalent; Associate’s degree or Bachelor’s degree is a plus.
- Flexibility to work flexible shifts, including evenings and weekends.