Customer Service Representative

Essential Functions / Core Responsibilities

• Ensure service delivered meets contractual Key Performance Indicators (KPIs).

• Clarify customer requirements, probe for understanding, and use decision-support tools to provide resolutions.

• Listen attentively, demonstrate empathy, and build rapport with customers.

• Greet customers professionally using agreed-upon procedures.

• Maintain basic knowledge of client products and services.

• Accurately document and notate customer accounts as required.

• Participate in activities to improve customer satisfaction and business performance.

• Offer additional products/services when appropriate.

• Track, document, and retrieve information in the call tracking database.

• Respond to inquiries using published materials, secondary sources, or escalations.

Note for Content Moderator Candidates:

1. Role includes accessing explicit text, pictures, and video content.

2. Involves reviewing uploaded content for abuse (Violence, Extremism, Pornography, Ultra Graphic material, and sensitive social/religious/sexual content).

3. Requires evaluating sensitive content for client Terms of Service violations.

Candidate Profile

• Graduate / Undergraduate in any discipline.

• 0 to 3 years of relevant experience.

• Strong customer service orientation and professional phone etiquette.

• Proficient computer navigation skills and PC knowledge.

• Effective written and verbal communication skills.

• Dependable, detail-oriented, and skilled in multitasking.

• Tolerant of repetitive work in a fast-paced environment.

• Able to work independently and within a team.

• Flexible to work rotating shifts as needed.

*Job requirements may vary by location in compliance with local laws.

Career Framework Role

Entry-level role performing routine tasks within simple processes under close supervision. Developing familiarity with client terminology and operating standards.

• Effective written and verbal communication.

• Strong active listening, probing, and problem-solving skills.

• Ability to educate customers, handle complex queries, and resolve issues independently.