Customer Service Representative

About the Role

Talemexa Pvt Ltd is looking for a friendly, patient, and customer-focused Customer Service Representative to serve as a primary point of contact for candidates and clients. The successful candidate will handle inquiries through phone calls, emails, and live chat while providing accurate information and timely assistance. In this role, you will help resolve account-related questions, scheduling concerns, and general service requests. You will document customer interactions in the CRM system, coordinate with internal teams to address complex issues, and share feedback to improve service quality. The ideal candidate will have excellent English communication skills, basic computer proficiency, a positive attitude, and the ability to remain professional when handling challenging situations. Previous customer service experience is an advantage, but candidates with strong communication skills and a willingness to learn are encouraged to apply.

Key Responsibilities

• Handle customer inquiries via phone calls, emails, and live chat.
• Assist with account-related questions, scheduling requests, and general service inquiries.
• Provide accurate information and guidance on relevant processes.
• Record customer interactions and update account details in the CRM system.
• Escalate complex issues to appropriate internal teams.
• Deliver a positive customer experience by listening, understanding needs, and demonstrating empathy.
• Manage multiple communication channels, prioritizing requests effectively.
• Adhere to company guidelines, communication standards, data privacy requirements, and escalation processes.
• Meet service standards related to response time, customer satisfaction, resolution quality, and productivity.
• Collaborate with internal teams to follow up on unresolved issues.
• Share customer feedback and suggest improvements to service processes.
• Maintain professionalism, handling sensitive information responsibly and remaining solution-oriented during difficult conversations.

Requirements & Tech Stack

• English communication skills (written and verbal)
• Basic computer skills
• CRM systems
• Email support tools
• Live chat platforms

Qualifications

• High school diploma or equivalent is required; a bachelor's degree is an advantage.
• Previous experience in customer service, customer support, call centers, or a similar role is preferred.
• Strong listening, problem-solving, and interpersonal skills.
• Ability to manage multiple requests and prioritize tasks effectively.
• Patience, empathy, a positive attitude, and a customer-first mindset.
• Willingness to work in rotational or flexible shifts, including US-hour shifts for certain India-based teams.
• Ability to work independently while contributing effectively to a team.

Required Skills and Competencies

• Customer service and customer support
• English communication
• Telephone and email support
• Live chat handling
• CRM documentation and recordkeeping
• Problem-solving and issue resolution
• Active listening and empathy
• Time management and multitasking
• Escalation handling
• Attention to detail
• Teamwork and adaptability
• Professional communication