Job description
NovaSphere Technologies is seeking a motivated Customer Service Representative to join our growing team in Austin, TX. You’ll be the first point of contact for customers, guiding them through inquiries with empathy and efficiency, and delivering exceptional service that reflects our brand.
In this role, you’ll handle inquiries via phone, email, and live chat, troubleshoot issues, and collaborate with cross-functional teams to resolve problems quickly and accurately. If you’re customer-obsessed, communicate clearly, and thrive in a fast-paced environment, we’d love to hear from you.
Responsibility
- Serve as the first point of contact for customers via phone, email, and live chat.
- Resolve product and service issues with empathy and accuracy, ensuring timely resolution.
- Maintain up-to-date customer records in our CRM with complete notes.
- Diagnose problems, provide clear, actionable guidance, and follow through until completion.
- Collaborate with Sales, Product, and Engineering teams to address root causes and improve products.
- Monitor and meet key performance indicators such as response time, resolution time, and CSAT.
- Identify recurring issues and propose process improvements to enhance the customer experience.
Qualification
- High school diploma or equivalent; Bachelor's degree preferred.
- 1-3 years of experience in customer service or support roles.
- Exceptional verbal and written communication skills in English.
- Strong problem solving and troubleshooting abilities.
- Ability to multi task and manage time effectively in a fast-paced environment.
- Proficiency with CRM software such as Salesforce or Zendesk and basic computer skills.
- Customer-centric mindset with empathy and patience.
- Availability to work a flexible schedule, including occasional evenings or weekends.