Job description
Join NovaEdge Solutions, a premium customer service partner helping global brands deliver exceptional support experiences. We're looking for a proactive Customer Service Associate to join our growing team in San Francisco. This is a full-time role with opportunities to grow into leadership within 12-18 months.
You'll engage with customers via phone, email, and chat, resolve issues, and advocate for customer success. Our culture emphasizes empathy, problem-solving, and data-driven service for a delightful customer journey.
Responsibility
- Respond to inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve product or service issues and provide accurate solutions.
- Document interactions and update customer records in the CRM.
- Escalate complex issues to appropriate teams and follow up until resolution.
- Identify patterns and share insights to improve products and processes.
- Collaborate with cross-functional teams to ensure customer satisfaction.
- Meet or exceed performance metrics (response time, first contact resolution, CSAT).
Qualification
- 1-3 years of customer service experience, preferably in tech or SaaS.
- Excellent verbal and written communication skills in English.
- Familiarity with CRM systems and ticketing tools (e.g., Zendesk, Freshdesk).
- Strong problem-solving abilities and attention to detail.
- Empathy and active listening to understand customer needs.
- Ability to manage multiple tasks and prioritize under pressure.
- Adaptability to a fast-paced, remote-friendly or in-office environment.