Customer Service Representative | Client Service Advisor

Role overview

Responsibilities

• Serve as the primary contact across phone, email, chat, and other channels; respond to inquiries and explain products, services, processes, and policies.
• Handle complaints, escalations, and service issues; investigate cases, coordinate with teams, and follow up through resolution.
• Maintain accurate CRM or service-system records and process customer requests, orders, account updates, service changes, refunds, and other transactions where applicable.
• Guide customers through onboarding and issue resolution; assist with account, billing, payment, product, technical, or service inquiries.
• Coordinate with Sales, Operations, Finance, Technical Support, Logistics, and other teams; escalate complex or high-priority cases.
• Monitor feedback and recurring trends, identify service improvements, and maintain professional service quality.
• Meet response, resolution, satisfaction, quality, and case-handling KPIs; prepare reports and case summaries.
• Protect customer information, stay current on company offerings and policies, and participate in training and improvement initiatives.

Requirements

• Proven experience in customer service, client services, customer support, call centre, account management, or a related role.
• Excellent verbal and written communication; customer-focused, professional, friendly, empathetic approach.
• Strong listening, problem-solving, conflict resolution, interpersonal, relationship-management, follow-up, organizational, and record-keeping skills.
• Ability to manage multiple inquiries, remain calm with dissatisfied customers, work independently and with cross-functional teams, and meet service-level agreements and KPIs.
• Proficiency in Microsoft Office, Teams, Outlook, Google Workspace, CRM, ticketing, or customer-service platforms.
• Salesforce, Zendesk, HubSpot, Freshdesk, or similar platform experience is an advantage; complaint and escalation experience is preferred.
• Commercial awareness and suitable upselling or cross-selling ability are an advantage.
• A diploma or bachelor's degree in Business Administration, Communications, Marketing, Customer Service, Management, or a related field is preferred.

Development and benefits

• Offers hands-on customer and client work, professional training, and exposure to customer experience improvement and service operations.
• Career development may lead to senior customer service, customer success, account executive, client relationship manager, or customer service manager roles.
• The posting mentions competitive salary, performance incentives, and a comprehensive benefits package; no salary amount or cadence is specified.