Job description
Join NovaEdge Solutions as a Customer Service Representative in Austin, Texas. You will be the frontline ambassador for our brand, delivering courteous, knowledgeable support across phone, email, and live chat channels. This role emphasizes customer-first service, issue resolution, and accurate information delivery to ensure a standout experience.
What we offer: competitive pay, comprehensive benefits, flexible scheduling, paid training, and clear opportunities for career growth within a fast‑growing tech company.
As a member of our Customer Experience team, you will help customers solve problems, share product insights, and contribute to enhancements that improve overall satisfaction. If you are a proactive communicator with a passion for service, we want to hear from you.
Responsibility
- Handle inbound customer inquiries via phone, email, chat, and social channels with professionalism and empathy.
- Resolve product or service issues by clarifying the complaint, determining the cause, explaining solutions, and following up to ensure resolution.
- Document all customer interactions in the CRM system with accuracy and detail.
- Provide product information, guidelines, and troubleshooting steps to customers.
- Escalate complex issues to appropriate teams and track progress until resolution.
- Maintain high levels of customer satisfaction by delivering a friendly, patient, and proactive service.
- Identify opportunities for process improvements based on recurring customer feedback.
- Meet or exceed service level targets and contribute to a positive team environment.
Qualification
- 1-3 years of customer service experience, preferably in tech or e-commerce.
- Excellent written and verbal communication skills in English.
- Proficiency with CRM software (e.g., Zendesk, Freshdesk) and basic data entry.
- Strong problem-solving abilities and empathy; patience under pressure.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma required; bachelor's degree preferred.
- Availability to work flexible hours, including occasional evenings or weekends.
- Bilingual or multilingual skills are a plus.