Job Summary

Fresher Jobs Hub is seeking a highly motivated and experienced Senior Customer Support Agent to join our remote team. The ideal candidate will be responsible for handling complex customer inquiries, resolving escalations, and ensuring customer satisfaction through exceptional service. This role requires strong communication, problem-solving abilities, and a customer-first mindset. As a senior team member, you will also play a role in guiding junior support agents, contributing to process improvements, and representing the voice of the customer across departments.

Key Responsibilities

• Handle and resolve customer queries via email, chat, and phone in a professional and timely manner.

• Manage escalated cases and ensure quick resolution with a focus on customer satisfaction.

• Mentor and support junior support agents, providing guidance and training when needed.

• Document customer interactions and maintain accurate records using CRM tools.

• Identify recurring issues and recommend improvements to internal processes.

• Collaborate with cross-functional teams to resolve customer concerns efficiently.

• Monitor service metrics and ensure adherence to company service standards.

• Provide feedback and insights to management for enhancing the customer experience.

Required Skills and Qualifications

• Bachelor’s degree in Business, Communication, or a related field (preferred).

• Proven experience in a customer support or service role, preferably at a senior or escalation level.

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict resolution abilities.

• Ability to handle high-pressure situations with professionalism and empathy.

• Proficiency with CRM systems, ticketing platforms, and MS Office/Google Workspace.

• Strong organizational and multitasking skills.

Experience

• Minimum 3–5 years of experience in customer support or a similar role.

• Prior experience handling escalations or supervising a support team is a plus.

Working Hours

• Flexible remote schedule with availability to work 40 hours per week.

• May require occasional weekend or evening shifts depending on business needs.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer service principles and practices.

• Strong analytical skills to identify patterns and propose solutions.

• Ability to adapt quickly to new tools, technologies, and processes.

• Empathy and patience in dealing with diverse customer concerns.

• Leadership and coaching skills for mentoring junior team members.

Benefits

• Competitive salary with performance-based incentives.

• Flexible work-from-home arrangement.

• Health and wellness benefits.

• Paid time off, holidays, and sick leave.

• Ongoing learning and professional development opportunities.

• Career growth in a supportive and fast-growing organization.

Why Join

At Fresher Jobs Hub, we believe in creating opportunities not just for our customers, but for our employees too. By joining our team, you will be part of a culture that values collaboration, continuous learning, and career growth. As a Senior Customer Support Agent, you will have the chance to make a real impact on customer experience while developing your leadership skills in a dynamic remote environment.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting relevant experience. Please apply directly through the Fresher Jobs Hub career portal or email your application to us with the subject line: Application – Senior Customer Support Agent (Remote).