Job Description

ABOUT THE ROLE

The Customer Service Agent supports our business by corresponding with customers concerning sales and service inquiries. This position obtains and accurately records information and data critical to facilitate effective service delivery and exceed customer expectations.

KEY RESPONSIBILITIES

• Respond to emails concerning sales or service inquiries
• Obtain information from the customer and enter data in real time into the appropriate database to facilitate effective service and appropriate follow-up
• Determine type of service request, geography, warranty and equipment information based on customer request
• Track and code customer inquiries and complaints and follow-up as necessary
• Identify and escalate priority issues
• Route emails to appropriate resource
• Document all email information according to standard operating procedures
• Completes email logs, whenever applicable
• Work with other departments including dispatch, billing, credit, parts and field management to respond to customer inquiries and ensure resolution
• Make outbound calls as needed to obtain information and provide responses to customer inquiries
• Track daily productivity and send end of day reports to direct manager and clients

SKILLS AND QUALIFICATIONS

• Educational background required / desired: High School, general education or equivalent
• Work experience required / desired: Customer Service Agent/Representative preferrably email
• Years of experience required / desired: 2+ years' experience in customer service (I/O calling)
• Communications skills (English Proficiency) required / desired: Excellent (at least 9/10)*
• MS Office applications proficiency required / desired: Excellent (at least 9/10)*

TECHNICAL

• CRM / database navigation and accurate real-time data entry.
• Ticketing and case-management tools; email queue management.
• Familiarity with warranty, dispatch, and equipment-lookup systems for the account.
• Proficiency in MS Office (Outlook, Word, Excel).

BEHAVIORAL

• Strong written communication — the primary medium of the role is written, so clarity and professionalism in every message are essential.
• Attention to detail and accuracy in coding, data entry, and routing.
• Reading comprehension and sound judgment in identifying and escalating priority issues.
• Ability to multitask across multiple queues and manage time under volume pressure.
• Reliability, ownership, and follow-through on open items.

PERFORMANCE METRICS

• Response time / SLA adherence — percentage of emails handled within target turnaround time.
• Quality score — results of QA audits on accuracy, tone, completeness, and SOP compliance.
• Coding and routing accuracy — correct classification and hand-off of requests.
• Productivity — email volume handled against daily targets.
• Schedule adherence — presence in the queue during scheduled intervals.

WORK CONDITIONS

• Night shift aligned to US business hours; specific schedule assigned per workforce plan.

COMPLIANCE & BEHAVIORAL STANDARDS

• Adhere to all standard operating procedures and account-specific process guidelines.
• Maintain strict data privacy and confidentiality when handling customer information.
• Comply with company and client policies, including information security requirements
• Uphold professional conduct and represent the client brand appropriately in all written correspondence